Help Desk – Social Protection Officer

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.