1 month ago

Job Summary

This role coordinates with the World Bank’s Grievances Redress Mechanism (GRM) to field service grievance complaint calls from beneficiaries of ANRiN services as well as field and administrative support staff of the project.

  • Minimum Qualification:Degree
  • Experience Level:Mid level
  • Experience Length:2 years

Job Description/Requirements

Responsibilities:

  • Assist with the development of the grievance redress mechanism (GRM) and policies to increase overall productivity rates
  • Configure telephony system parameters to receive, log, and record complaint calls 
  • Manage complaints from beneficiaries on a day-to-day basis and evaluate the resolution 
  • Coordinate meetings, focus groups, coaching, and training to improve performance 
  • Maintain knowledge of all service tasks/programs  
  • Prioritize assignments, and following-up to ensure task completion 
  • Represent the needs and issues of callers to higher levels of management.


Requirements: 

  • A degree or equivalent; in any discipline  
  • Minimum 2 to 3 years of work experience in the social welfare field/programme or similar role 
  • Speak fluent English and Hausa and can work proficiently in both languages 
  • Resident in Katsina or willing to relocate (at own cost) 
  • Computer literate and proficient with Microsoft Apps (Word, Excel, PowerPoint,  Notes), video conference software (e.g, Teams, Zoom, Google Meet)  
  • Available for onboarding by mid-December (to be done onsite) 
  • Available for on-site project take-off in January 2023 after the contract has been signed
  • Qualified female candidates are encouraged  to apply for this role
  • Experience at help centres, IT service centres (preferred).


Competencies (in order of importance) 

  • Empathy – able to fully attend to what other people are saying; can adjust actions in relation to others’ actions; aware of  others’ reactions and understands why they react as they do 
  • Problem-solving – ability to use logic to diagnose complex problems and identify the strengths and weaknesses of  alternative solutions 
  • Dependability - behaves in a reliable, responsible, and dependable when fulfilling obligations  
  • Integrity - behaves with honesty and ethics 
  • Attention to detail - careful about details and thorough in completing work tasks  
  • Cooperation - pleasant with colleagues and community members and displays a good-natured, cooperative attitude • Stress tolerance - accepts criticism and deals calmly and effectively with high-stress situations. 


Reports to: Project Director 

Working conditions 

  • Onsite 
  • Full-time, 8 am to 5 pm, Mondays to Fridays with occasional extended and weekend hours  
  • Remuneration includes group life insurance and basic individual health insurance
  • 1-year contract.


Note: We are committed to improving diversity in the workspace and work to ensure that our team supports our employees. We strongly encourage applications from women.

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