Job Description

The Consumer Protection Liaison Officer supports ADGM's Registration Authority (RA) by handling consumer enquiries and complaints, managing cases, assisting investigations, and supporting enforcement referrals when disciplinary action is needed. The role also involves supervisory support, education and outreach, and management reporting on consumer protection activities and KPIs. The position reports to the Head - Consumer Protection within the RA's Monitoring & Enforcement Division.
Operational responsibilities

• Supports the delivery of the RA's Consumer Protection Strategy, in accordance with yearly operational plans.
• Supports and delivers outreach and education campaigns to the public and retailers.
• Supports building and maintaining ADGM's Consumer Protection Framework including guidance for businesses and the public, campaigns, assets (i.e. website, mailbox, hotline), inspection procedures and complaints handling.
• Supports raising awareness of ADGM consumer protection requirements and obligations for retailers, as well as consumer rights for the public, through engagement education and outreach programs and events
• Receive consumer protection complaints from all channels, e.g. direct from consumer, via Mall Management, via DED, via TAMM, via ADGM Client Support Centre, etc.
• Receive and assess complaints, refer non-consumer protection complaints to the appropriate channel (e.g. food poisoning to ADFSA) and assess actual consumer protection complaints.
• Ensure effective case management. Where possible they would provide first instance resolution. However, in serious matters they would support the Head Consumer Protection with information gathering and other support.
• Supports maintaining the effectiveness of the Consumer Protection Monitoring Framework.
• Contributes to ensuring that the Consumer Protection Function operates smoothly and that complaints handling, cases, inspections, investigations and referrals to Enforcement processes, procedures, and documentation are maintained and activities are tracked and completed within agreed SLAs.
• Provides ADGM retailers, their advisors, potential applicants and ADGM stakeholders an understanding of how the RA operates in relation to carrying out its Consumer Protection Strategy and Framework.
• Build and maintain effective stakeholder relationships within ADGM and locally, including with management of malls in ADGM's jurisdiction, Abu Dhabi Department of Economic Development, and other key relevant authorities.
• Ensure timely, accurate, open and constructive communication with consumers, retailers and stakeholders.
• Works closely with the M&E Enforcement Section and other RA Divisions as required to ensure the effectiveness of ADGM's Consumer Protection Strategy and Framework.
• Deliver additional tasks that may be delegated or assigned from the Head - Consumer Protection.
• Shift work (i.e. evenings) will be required.

Information Security related

• Understand, adopt, adhere and practice responsibilities or controls as per ADGM Information Security policy and as per best practices explained in the induction and awareness sessions.
• Confidentiality, Integrity and availability of the ADGM Information shall be maintained at all times i.e. within as well as outside ADGM.

Prefer someone with analytics/policy/consumer protection background.

Skills Required