(a) 協助管理1823的投訴處理，就提升服務質素進行檢討，包括策劃及執行各項改善措施；
(b) 協助管理1823的日常運作和領導、監督及指導員工以達成工作表現目標；
(c) 協助處理及監察從不同渠道接獲的跨部門投訴；及
(d) 監察個案上呈機制和聯繫相關政策局／政府部門的協調人。
此職位須輪班工作，包括星期六、星期日、公衆假期及通宵班及不定時工作，亦須在惡劣天氣(包括颱風及黑色暴雨)期間工作。獲聘用者須於短時間內上任及被調派至油麻地或葵涌的1823辦公室工作。

(a) to assist in managing the complaint handling of the centre; and conduct reviews for service quality enhancement, including planning and implementation of improvement measures;
(b) to assist in managing the centre’s daily operation and to lead, supervise and coach teams of staff to achieve performance targets;
(c) to assist in handling and monitoring cross-departmental complaints received from different channels; and
(d) to monitor case escalation and liaise with coordinators of relevant government bureaux/departments.

The job holder is required to work on shifts, including Saturdays, Sundays, public holidays and overnight shift, and irregular hours. He/She is also required to work in inclement weather such as during typhoon and black rainstorm. Successful candidate is required to assume duty at short notice and is subject to deployment to the 1823 offices in Yau Ma Tei or Kwai Chung.