Save the Children Nigeria Accountability and CRM Assistant Jobs
Save the Children Nigeria Accountability and CRM Assistant Jobs
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 response to enquiries and complaints to beneficiaries in a dignified manner.
Key Areas of Accountability
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 officer and adviser to ensure effective CRM system across programmes
Ensure CRM database is forwarded to the accountability adviser monthly
Ensure the confidentiality of complaints data is respected.
Skills & Experience (Administrative and General Skills)
Essential
At least a Bachelor's Degree in a related field and 1 year of professional experience. Previous experience with other local and international NGOs
Must have completed NYSC.
Advanced computer literacy (MS Office applications, web-based applications and advanced statistical package utilization e.g SPSS, STATA-12DHIS 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 point of views
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
Ability to speak Hausa and any of these languages is required.(Kanuri, Shuwa, Babur, Margi, Goza, Madara and Chibok).
Desirable:
Good understanding of accountability principles in terms of donors and organisational management but critically also to beneficiaries.
Skills and Behaviours (Our Values in Practice)
Accountability:
Accuracy and timeliness in all areas of responsibility
High level of accuracy in work, and ability to analyse complex sets of relationships and situations
Holds self and others accountable.
Ambition:
Future-orientated, thinks pro-actively.
Collaboration:
Working effectively with stakeholders to achieve common goals
Excellent communication and interpersonal skills
Builds and maintains effective relationships, with their team, colleagues, members and external partners
Approachable, good listener, easy to talk to.
Creativity:
Designing more effective admin systems
Willing to take disciplined risks.
Integrity:
Honest, encourages openness and transparency, demonstrates highest levels of integrity.
How to Apply
For more information and job application details, see; Save the Children Nigeria Accountability and CRM Assistant Jobs
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