Investigator/ Senior Investigator (Complaint Investigation)

[What the role is]
The Service Assurance Department (SASD) ensures quality, consistent and citizen-centric delivery of operations and services through assurance checks and audits into front-facing processes, and investigations into serious complaints. Specifically, the career opportunity resides in the Complaints Investigation Branch (CIB) which conducts independent and objective investigations into serious complaints on issues that potentially put the agency's reputation or officer's integrity at risk.

[What you will be working on]

You will work in partnership with operations departments and stakeholders related to the investigation of serious complaints. You will be responsible for the following:

• Conduct investigation into complaints on operational issues according to standard procedures and to establish the facts and evidence related to the complaints so that NEA can decide on the appropriate actions.
• Liaise with operations departments and stakeholders for submission of information related to cases and to obtain statements from interviewees.
• Perform site investigation to analyse event sequence and gather evidence.
• Conduct face-to-face interviews to establish facts of case.
• Prepare detailed investigation reports.
• Review feedback, appeals and referrals by operations departments.
• Review interview and investigation procedures to ensure relevancy.
• Collate and analyse statistics for preparation of annual report and other reporting, and to identify areas for improvements and trend for possible interventions to be taken.
• Any other tasks as assigned.

[What we are looking for]

The job might be for you if you possess the following qualities:

• At least 4-5 years of relevant working experience in the areas of investigation, environmental public health or environmental protection work.
• Passion for investigation work.
• Strong analytical skills.
• Excellent verbal and written communication skills.
• Knowledge of environmental laws administered by NEA, Criminal Procedure Code, Evidence Act and Penal Code will be an advantage.
• Attentive to details, skilled in questioning and probing professionally.
• Resourceful, have good interpersonal skills and able to work effectively both independently and in a team.
• Able to work in a fast-paced and highly volatile environment that would require the ability to manage multiple priorities and stakeholders at the same time.

As part of the shortlisting process for this role, you may be required to complete a medical declaration and/or undergo further assessment.

Applicants will be updated on the status of their applications within 4 weeks of the closing date of this job posting.