*Job Summary:*
The Grievance Officer will be responsible for managing and resolving grievances raised by students, parents, employees, and other stakeholders. The role requires impartial handling of complaints, effective coordination with internal departments, and ensuring timely resolution in accordance with the institute's policies and applicable regulatory requirements.
*Key Responsibilities:*
* Receive, acknowledge, and maintain records of all grievances.
* Investigate complaints in a fair, impartial, and confidential manner.
* Coordinate with the Admissions, Accounts, Operations, Flying Training, Ground School, HR, and Management teams for grievance resolution.
* Ensure timely closure of complaints within the prescribed timelines.
* Maintain grievance registers, case files, and supporting documentation.
* Prepare periodic grievance reports and present them to the management.
* Ensure compliance with the institute's grievance redressal policy and applicable regulatory requirements.
* Handle grievances related to admissions, fee payments, scholarships, flying schedules, training progress, examinations, hostel (if applicable), and student services.
* Communicate resolutions professionally to the concerned parties and ensure proper follow-up.
* Identify recurring issues and recommend corrective and preventive actions to improve institutional processes.
* Assist during internal audits, inspections, and regulatory reviews by maintaining complete grievance records.
* Maintain strict confidentiality and professionalism while handling sensitive matters.
*Eligibility Criteria:*
* Bachelor's degree in any discipline (Master's degree preferred).
* Minimum 2–3 years of experience in grievance handling, administration, student affairs, compliance, or customer relations.
* Excellent verbal and written communication skills.
* Strong conflict resolution, documentation, and interpersonal skills.
* Proficiency in MS Office and record management.
* Ability to work independently and coordinate with multiple departments.
*Preferred Skills:*
* Experience in the education or aviation training sector.
* Strong analytical and problem-solving abilities.
* High level of integrity, professionalism, and confidentiality.
* Ability to work under pressure and manage multiple cases simultaneously.
Work Location: In person
