Graduate Complaint Response Mechanism Assistant Job at Save the Children

Save the Children is the leading independent organization creating lasting change in the lives of children in over 20 countries around the world. Recognized for our commitment to accountability, innovation and collaboration, our work takes us into the heart of communities, where we help children and families help themselves.

We work with other organizations, governments, non-profits and a variety of local partners while maintaining our own independence without political agenda or religious orientation. Save the Children’s mission is to Inspire breakthroughs in the way the world treats children and to achieve immediate and lasting change in their lives.

We are recruiting to fill the position below:

Job Title: Complaint Response Mechanism Assistant

Location: Abuja

Role Purpose

• The role is responsible for receiving and registering complaints and their responses in the complaint database in a timely manner.
• This position will also be responsible for communicating responses to inquiries and complaints to beneficiaries in a dignified manner.

Key Areas of Accountabilities

• Receive and respond to complaints and feedback
• Handling of the CRM phone lines
• Receive complaints and feedback via the CRM toll free lines
• Respond to inquiries from programme beneficiaries
• Refer programme specific complaints to accountability focal points
• Document all feedback and complaints received from programme beneficiaries
• Lodge all feedback, complaints and responses in the CRM database
• Ensure complaints are closed within the appropriate timeframe
• Ensure CRM database is forwarded to the accountability coordinator monthly
• Ensure confidentiality of complaint data is respected

Others:

• Provide support to accountability coordinator to ensure effective CRM system across programmes
• Ensure CRM database is forwarded to the accountability coordinator monthly
• Ensure confidentiality of complaint data is respected

Qualifications, Skills & Experience
Essential:

• At least a Bachelor's Degree in related field and 1 years of professional experience. Previous experience with other local and international NGOs
• Advanced computer literacy (MS Office applications, web-based applications and advanced statistical package utilization e.g SPSS,STATA-12,DHIS etc)
• Good interpersonal skills and influencing skills
• Ability to work within a team setting
• Independence, adaptability and flexibility
• Experience in or understanding of programme accountability principles
• Commitment to championing community and partner points of view
• Very good listening and facilitation skills - capable of managing and facilitating group discussions with programme participants, children, parents/caregivers, local officials, partners and all levels of staff
• Ability to work in partnership with government and other NGO’s staff
• Ability to mobilise people - to develop and maintain relationships with staff and communities to ensure their participation in Save the Children’s ways of working
• Knowledge and experience of child safeguarding policies and procedures

Desirable:

• Good understanding of accountability principles in terms of donors and organisational management but critically also to
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