Overview
Manages day-to-day Complaint & Feedback Mechanism (CFM) activities and operates CFM communication channels, focusing on online complaints and feedback received through the online CAS system.
Tasks Summary
- - Manages day-to-day CFM activities and operates CFM communication channels.
- - Receives and records complaints, feedback, requests for information, and suggestions from beneficiaries.
- - Categorizes cases and responds to feedback and complaints based on SOPs.
- - Maintains documentation and data in the internal database.
- - Contributes to awareness-raising activities about CFM channels.
- - Escalates cases according to SOPs and tracks pending cases.
- - Prepares reports related to CFM data.
- - Coordinates with staff to ensure understanding of feedback trends and improve service delivery.
- - Interacts directly with beneficiaries and users of the CFM.
- - Contributes to the development and implementation of the WBFO CFM.
Experience Requirements
- - Minimum four years of relevant experience, preferably in protection, legal work, human resources administration, case work, investigations, MEAL, CFM management, customer service, community engagement and/or similar community facing roles is required.
- - Experience in customer feedback and complaints management or similar tasks, preferably experience in Complaints and Feedback Systems with humanitarian and/or development sector.
- - Proven experience in accountability especially accountability to affected people (AAP) feedback mechanisms concepts and international humanitarian quality standards is desirable.
- - Ability to distinguish between community feedback on services, human resources issues and potential misconduct.
- - Experience with data entry, record keeping, or hotline operations is an asset.
- - Experience in MS Office applications.
- - Desirably previous experience of working with national or international NGOs or UN entities.
Qualification Requirements
A university degree from an accredited educational institution in Management, Law, Social Sciences, Social Services, Public Administration, Human rights, Development Studies or a related field
