The legal cluster of a government organization is responsible for 2nd-line advice in the organization-wide field, including objections and appeals, complaints coordination, and coordination of Open Government Act (Woo) requests. The cluster also includes legal quality assurance and the legal control function. Complaints, objections, and Woo requests all relate to legal protection, proper administration, careful decision-making, and service provision.
The signals arising from these help the organization to continuously improve its work. The position is still under development, moving from a primarily coordinating role to more central direction on professional, independent, and legally expert complaints handling. You will have the opportunity to contribute to the further development of the role and process. This involves temporary replacement of a permanent employee.
What you will do. As a complaints handler:
- You will handle complaints independently, carefully, and solution-oriented.
- You will seek early contact where possible and conduct interviews.
- You will help prevent escalation.
- You will monitor the progress and quality of the complaints process.
- You will advise employees and management.
- You will recognize patterns and signals and translate them into improvement points for better service and a learning organization.
As secretary of the appeals committees:
- You will, together with a colleague, fulfill the secretary role for the independent committees for handling objections.
- You will assess objections.
- You will prepare hearings.
- You will support the committees.
- You will maintain contact with submitters, authorized representatives, and involved professional domains.
- You will monitor deadlines.
- You will draft concept advice.
As backup for the Woo coordinator:
- You will support the legally correct and timely handling of Woo requests.
- You will advise handlers.
- You will provide support where necessary for complex requests, opinions, anonymization, and disclosure.
What they ask
- Demonstrably completed education at a minimum of HBO bachelor level in a legal field.
- Minimum of 3 years demonstrable work experience in the past 8 years in the role of secretary of an appeals committee and/or complaints handler.
- Minimum of 3 years demonstrable work experience at a government institution.
Preferences.
- Minimum of 3 years demonstrable work experience in the role of secretary of an appeals committee AND complaints handler.
- Demonstrable work experience in advising employees and management regarding the handling of complaints.
- Demonstrable knowledge of and work experience with the Wet open overheid (Open Government Act).
- Demonstrable knowledge of and work experience with the Algemene wet bestuursrecht (General Administrative Law Act).
- Personal motivation detailing work experience with previous clients regarding the commitment to contribute and take initiative in the development of a function/department.
Profile
- You are a strong, independent, and accessible legal professional.
- You are a good listener and ask the right questions.
- You know when to take decisive action and are empathetic.
- You are clear and businesslike when the situation requires it.
- You are analytical, meticulous, and solution-oriented.
- You don't just see what happens in a file; you recognize patterns and opportunities for improvement.
- You can weigh different interests and have a sense of administrative and political relations.
- You work independently and actively seek collaboration.
- You are organizationally sensitive and have strong communication skills, both verbal and written.
- You are flexible, curious, and development-oriented.
- You enjoy contributing and taking initiative.
How to apply
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