Feedback Desk Assistant at Catholic Relief Services (CRS)

Catholic Relief Services (CRS) is an international non-governmental organization supporting relief and development work in over 99 countries around the world. CRS programs assist persons on the basis of need, regardless of creed, ethnicity or nationality. CRS works through local church and nonchurch partners to implement its programs, therefore, strengthening and building the capacity of these partner organizations is fundamental to programs in every country in which CRS operates. CRS has worked in Nigeria for more than 25 years.

We are recruiting to fill the position below:

Job Title: Feedback Desk Assistant

Job Ref Code: FDT12320
Location: Maiduguri, Borno
Department: MEAL
Position Band: 3
Reports To: Feedback Desk Officer

Primary Responsibilities

The role of the Feedback Desk Assistant is to ensure that all the calls, messages and in person visitors related to feedback are timely and formally attended to, logged and reported.
The position will assist the Program Managers by providing necessary information and reports on feedback received and action taken.
The position will keep proper notes, records and use predefined templates as provided by MEAL unit for the purpose.

Specific Responsibilities

Major role:

Serve as custodian of the feedback hotline and email.
Maintain proper and accurate records and log sheets.
Strictly adhere to the standard operating procedures for handling sensitive and non-sensitive feedback and complaints.
Submit records and log sheets regularly and on time.
Assist Project / program management in communications with complainant/feedback providers on follow-up, further inquiries and responses in the relevant local languages.
Regularly follow-up with programs on the actioning and resolution of feedback and complaints and ensure that the feedback loop is closed.
Lead documentation process for incoming and outgoing calls / SMS through hotline and support formalities required for billing process.
Manage a central database to consolidate records and log-sheets on feedback and complaints received from the field in a timely and regular manner.
Provide all technical support to the project accountably focal points relating to the receipt and actioning of feedback and / or the response to feedback provider.

Key Working Relationships:

Internal: Country Representative; MEAL Coordinator; Emergency MEAL Coordinator; Accountability Staff and Accountability Focal Points; Operations and Program staff
External: Partners, Vendors, Community, Visitors.

Qualifications

First Degree / Higher National Diploma in Social or Management Sciences
Minimum two years professional experience in secretarial services
Language requirement: English, Hausa, Kanuri and Fulfulde
Prior experience with international, bilateral or multilateral organizations preferred
Strong administrative experience
Excellent interpersonal skills, must be able to interact in a mature, professional and friendly manner with local and international colleagues of differing religious and cultural backgrounds
Familiarity with Excel
Ability to maintain confidentiality and privacy
Ability to work on multiple tasks concurrently and under pressure
Warm and amiable personality
An orientation towards customer service
Demonstrated commitment to gender-responsive and safe/dignified programming
Understanding of NGOs’ and other entities responsibility to protect beneficiaries from sexual exploitation and abuse

Agency Wide Competences (For all CRS Staff)

These are rooted in the mission, values, and guiding principles of CRS and used by each staff member to fulfill his or her responsibilities and achieve the desired results: