World Vision International

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Complaints & Response Assistant

Job Description

PURPOSE OF POSITION

The purpose of this position is to oversee and ensure consistent systematic receipt, processing and timely response to community feedback and complaints in the ECHO funded project in Turkey that come primarily through hotlines and other feedback mechanisms such as help desk, suggestion boxes, and field visits.

The position holder will be responsible for sharing up-to-date information with people who contact through the hotline system. The would responsible for documenting feedback, queries and complaints in a systematic manner, channels the request to appropriate internal entities, and ensure beneficiaries receive timely and satisfactory response from WV. The person will be responsible for the function of the complaints & response system, with primary focusing being the hotlines / call center.

MAJOR RESPONSIBILITIES

ROLE DIMENSION / DESCRIPTION

  • Answer/Listen, process and respond to complaints and guide beneficiaries that seek help through WV hotlines and other CRMs.

  • Ensure that up-to-date programming & other relevant information is available and shared with people in need through hotlines, helpdesk, outreach, and other information sharing platforms.

  • Ensure that all complaints are channeled internally and to partners for review and to be responded within 2 weeks with beneficiary satisfaction feedback.

  • Ensure that all complaints that are not addressed within two weeks, or sensitive feedback / complaints are followed up and escalated to management as outlined in the standards.

  • Ensure a proper filling system for all the complaints and feedback received through the different CRM.

  • Ensure that sensitive feedback and complaints are channeled through the right process immediately. (Feedback & Complaints especially on child protection issues, staff misconduct, corruption and fraud)

  • Ensure that all CRM systems are functional, and are able to retain confidentiality of the people who provide feedback or complaints by regular physical verifications and by other means appropriate and approved.

  • Ensure that the supplies / resources are available for the different CRM’s to function without interruption. (printed forms, secured suggestion boxes, mobile credit, mobile units, etc.)

  • Ensure that staff (WV & Partner) manning all the different CRM are well trained on the operations of the systems, humanitarian standards & principles.

  • Ensure that daily, weekly and monthly CRM reports are prepared and share with the supervisor and other relevant staff HA staff.

KNOWLEDGE, SKILLS AND ABILITIES

  • University degree in a field related to business administration

  • Personal Management including initiative, self-motivation and direction.

  • Fluent in Arabic and Turkish is essential

  • Ability to set priorities and undertake new tasks quickly

  • Ability to communicate effectively with a wide range of audiences

  • Willing to work at odd hours when necessary

  • Cross –cultural sensitivity, flexible worldview, emotional maturity and physical stamina.

  • Ability to work in and contribute to team building environment

  • Ability to maintain performance expectations in diverse cultural contexts, psychologically stressful environments and physical hardship conditions with limited resources

  • Willing to work at odd hours when necessary

  • At least one year experience in a similar job is preferred

  • 90% Office Based and 10% field based

  • Position requires willingness and ability to continue to function during a crisis situation, including during a World Vision’s to a manmade or natural disaster.