Complaints & Disputes Specialist Professional

About the role

The Complaints & Disputes Specialist Professional will lead the handling of customer complaints and regulatory violations for Mobily, ensuring compliance with the Communications and Information Technology Commission (CITC) requirements. This role combines supervision, legal liaison, and direct representation of the company before the CITC.

Key responsibilities

• Mentor and supervise the CITC Complaints team in handling customer complaints across all CITC system levels.
• Represent Mobily before the CITC in workshops, meetings and conferences related to customer complaints.
• Provide technical or other solutions to close complaints in line with CITC requirements.
• Manage correspondence under the SLA through the CITC Complaints and Violations Systems.
• Ensure proper responses to violations forwarded by the CITC Violation Committee.
• Report weekly status of CITC violations and customer complaints to management.
• Liaise with the legal team to initiate legal actions against improper CITC resolutions or penalties.
• Coordinate with external law firms on CITC violations, penalties and Mobily’s legal position.
• Review and contest any charges imposed by the CITC due to delayed or improper complaint resolution.
• Ensure timely fulfilment of CITC resolutions related to customer complaints.
• Support the customer care team, Regulatory Affairs and Legal on all matters concerning the CITC.
• Perform any other duties related to the CITC law, regulations and customer complaints.

Required profile

• Proven experience supervising a customer‑care or complaints team within the telecom sector.
• In‑depth knowledge of Saudi Arabia’s Communications and Information Technology Commission (CITC) complaint and violation processes.
• Ability to represent the organization before regulatory bodies and in formal meetings.
• Strong analytical skills to develop solutions that meet regulatory requirements.
• Experience working closely with legal departments and external law firms on regulatory matters.
• Excellent reporting skills with a focus on weekly status updates for management.
• Capability to review, challenge and negotiate regulatory charges or penalties.

Required skills