Front Office Staff Member (Youth Ombudsman)

What will you be doing?

The day starts with your coworkers at the office and the phone shift. During the phone shift (from 9:00 a.m. to 12:00 p.m.), you’ll help callers with their complaints. It’s important to listen carefully and ask the right questions. Once you’ve been trained, you’ll independently assess what’s best for the caller. You may need to advise someone on where to file a complaint if our office doesn’t have the authority to handle it, and then log that complaint. Not entirely sure? No problem! There are always colleagues around who can answer your questions.

In addition, you’ll attend weekly consultation hours at one of the libraries. There, you’ll serve as the face of our office and welcome the people who come to the consultation hours. You’ll determine which complaints you can handle yourself and who can meet with the researchers that afternoon. You’ll also register new complaints and handle simple ones. You’ll regularly refer people by phone or email or arrange for the municipality to take action. Sometimes you’ll communicate with people in English, but usually in Dutch.

What do we offer?

As a Front Office employee, you’ll gain a better understanding of the challenges faced by residents (young and old), business owners, and organizations in the municipalities of The Hague and Leidschendam-Voorburg. And, even more importantly, you’ll have the opportunity to help these people find solutions to those challenges.

We also offer:

• A 32- to 36-hour workweek with a gross monthly salary ranging from a minimum of €2,875 to a maximum of €4,065 (scale 7; effective July 1, 2026), based on a full (36-hour) workweek;
• a fixed-term employment contract for a period of 12 months. Temporary employment is an option for employees of the Municipality of The Hague;
• 144 hours of statutory leave and 57.6 hours of leave in excess of statutory requirements (based on a full-time workweek of 36 hours);
• various other types of leave, such as compensatory leave, parental leave, and caregiving leave;
• an individual choice budget (IKB) worth 17.05% on top of your salary, which you can use as you choose—for example, for additional time off, a salary increase, or student loan repayment;
• enrollment in the ABP pension fund with a generous pension plan, under which we pay 70% of your pension and a monthly contribution toward health insurance;
• a work-from-home allowance of €2.40 net per day and an internet allowance of €0.85 net per day for each day you work from home;
• the option to exchange Easter Monday and/or Whit Monday for another religious, cultural, or national holiday or day of remembrance;
• a variety of training and development opportunities;
• You'll receive various benefits (including a laptop and a phone);
• located right in the heart of downtown and within walking distance of The Hague Central Station;
• and much more. Check out our other employment benefits.

What are we looking for?

• You must have at least an MBO level of work and thinking skills.
• With your communication skills, you're well-equipped to get to the bottom of the complaint or problem and find out exactly what's going on.
• You are interested in customer contact, the right to file a complaint, analysis, and reporting.
• You can write Dutch flawlessly and have good social skills.

Who are we?

The Office of the Municipal Ombudsman and Youth Ombudsman handles second-level complaints from citizens, businesses, and institutions regarding the services provided by the municipalities of The Hague and Leidschendam-Voorburg. Typically, the municipality has first been given the opportunity to handle the complaint itself. If the complainant is not satisfied with how the complaint was handled, he or she may turn to the ombudsman. In such cases, the ombudsman may conduct an investigation into the complaint and issue an assessment of the municipality’s service.

In practice, it also happens that citizens seek the ombudsman’s assistance sooner because their confidence that their case will be handled fairly has been undermined. In such cases, the ombudsman can intervene to ensure that the municipality and the complainant are able to reach a satisfactory resolution together.

The Ombudsman places great importance on an inclusive organizational culture. Diversity is viewed as a key core value within our organization. We aim to be an organization that welcomes all talents in the labor market, regardless of origin or background.

The Ombudsman’s Office is an independent body. Although you have an employment contract with the Municipality of The Hague, you work exclusively for the Ombudsman’s Office and are accountable only to the Ombudsman.

Learn more

For more information about the position and the application process, please contact Ellen Hoogendijk, team manager, at ellen.hoogendijk@denhaag.nl.

The City of The Hague wants to be an employer where it’s pleasant to work—where it’s safe and where there’s room to speak freely—and where there’s room for diverse people, opinions, and perspectives. The Hague, our beautiful city behind the dunes, needs employees who are committed to the well-being and quality of life of all our citizens. We welcome you to apply if you’re willing to dedicate yourself to this cause. That’s what it means to be “Samen Haags.”

Do you have questions about the procedure? Please contact: Amy Admiraal amy.admiraal@denhaag.nl

Additional information

• Requesting references may be part of the process.
• For external candidates, applying for a Certificate of Good Conduct (VOG) is part of the procedure.

To apply, please fill out our online application form.

We operate without the involvement or assistance of recruitment agencies. If we do use them, we work with our regular suppliers.