Community Engagement and Complaints Specialist

About the Role

Dome Arabia Environmental Consulting Company is seeking an experienced Saudi national for the role of Community Engagement and Complaints Specialist. This full-time position is based in Riyadh, Saudi Arabia, and requires 5-10 years of relevant experience. The specialist will serve as a key link between community reporting and operational follow-up, ensuring effective communication and resolution of community concerns.

Role Overview

The Community Engagement and Complaints Specialist will manage incoming reports and complaints from the community, coordinating their referral and resolution. This role involves maintaining detailed records of all interactions and outcomes, as well as supporting communication activities designed to enhance community engagement and responsiveness. The specialist will contribute to improving how the company interacts with the community by identifying recurring issues and assessing communication effectiveness.

Key Responsibilities

• Operate designated reporting and complaint channels, recording incoming information clearly and consistently.
• Review reports and complaints for sufficient detail, clarifying missing information as needed before referral.
• Classify incoming reports and direct them to appropriate teams for review, response, and follow-up.
• Maintain current case records, including the issue raised, responsible team, actions taken, progress, and closure information.
• Follow up with relevant teams on open cases and outstanding actions, ensuring report and complaint statuses are up to date.
• Coordinate community awareness and communication activities in line with agreed operational messages and requirements.
• Prepare clear case updates and communication materials using accurate information from responsible teams.
• Collect and review engagement and response information to assess participation, responsiveness, and communication activity results.
• Identify recurring community concerns and unresolved matters, highlighting them for operational review and improvement.
• Maintain organized reporting, communication, and closure records to support performance monitoring and follow-up.

Qualifications and Experience

• A minimum of 5-10 years of experience in community engagement, complaints management, or a related field.
• Demonstrated ability to manage reporting and complaint channels effectively.
• Experience in coordinating communication and awareness activities.
• Strong organizational skills for maintaining detailed records and tracking progress.
• Proficiency in preparing clear and accurate communication materials and reports.

Location and Work Type

This is a full-time position located in Riyadh, Riyadh, Saudi Arabia. The role requires a Saudi national with the specified experience.

Application Process

Interested candidates are invited to submit their CVs for consideration for this role.