Project Assistant -Feedback Desk at Catholic Relief Services (CRS)

Job Summary

You will provide service in the day-to-day delivery of responsive, effective and efficient project administrative activities in support of CRS’s mission to serve the poor and vulnerable. You will provide consistent and high-quality service and contribute to the proper stewardship of project resources to help ensure high-quality programming. 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 Feedback Desk Officer 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.

Roles and Key Responsibilities: 

• Serve as an assistant custodian of the feedback hotline and email.
• Assist in maintaining proper and accurate feedback records and call register.
• Strictly adhere to the standard operating procedures for handling sensitive and non-sensitive feedback and complaints.
• Submit records and registers regularly and on time.
• Assist Feedback Desk Officer in communications with complainant/feedback providers on follow-up, further inquiries and responses in the relevant local languages.
• Assist in follow-up with programs on the actioning and resolution of feedback and complaints and ensure that the feedback loop is closed.
• Assist documentation process for incoming and outgoing calls/SMS through hotline and support formalities required for billing process.
• Assist in managing a central database to consolidate records and log-sheets on feedback and complaints received from the field in a timely and regular manner.
• Support in providing all technical support to the project accountability focal points relating to the receipt and actioning of feedback and/or the response to feedback provider.

Required Languages - English, Hausa, & Kanuri 

Travel - Position is office based in Maiduguri, Borno State, with occasional visits to project sites in neighboring Local Government Areas (<10% of time) 

Knowledge, Skills and Abilities  

• Good time management skills with the ability to work on multiple tasks.
• Strong customer service orientation with good communication and interpersonal skills
• Proactive, resourceful, solutions oriented and results oriented.
• Ability to maintain confidentiality and privacy.
• Demonstrated commitment to gender-responsive and safe/dignified programming.
• Understanding of NGOs’ and other entities responsibility to protect beneficiaries from sexual exploitation and abuse.
• Able to interact in a mature, professional, and friendly manner with local and international colleagues of differing religious and cultural backgrounds.

Supervisory Responsibilities (if none, state none) 

Key Working Relationships:  

• Internal - MEAL Coordinator; Emergency MEAL Coordinator; Feedback Desk Officer, Accountability Staff and Accountability Focal Points; Operations and Program staff. 
• External - Partners, Vendors, Beneficiaries, Other community members, Visitors 

Basic Qualifications 

• High School Diploma required. First Degree/Higher National Diploma in Social or Management Sciences a plus.
• Minimum of 2 years’ experience working in an office environment in a clerical or administrative role. Experience with a local or international NGO a plus.
• Strong administrative experience, including typing/word processing, data entry into online databases and forms, and working with various office equipment.
• Experience in MS Office Package (Excel, Word, PowerPoint) and information management systems.