Complaint Response Mechanism Assistant at Save The Children

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 beneficiaries.