Business Support Assistant Community Feedback Mechanism (CFM)

Job Posting Organization:
The World Food Programme (WFP) is the world’s largest humanitarian organization, established to save lives in emergencies and to use food assistance as a means to build a pathway to peace, stability, and prosperity for people recovering from conflict, disasters, and the impacts of climate change. WFP operates globally, with a mission centered on the belief that food is a fundamental human right and that everyone deserves access to it. The organization is committed to diversity and equal employment opportunities, encouraging qualified candidates from all backgrounds to apply. WFP has a workforce that is diverse, skilled, and high-performing, operating in a healthy and inclusive work environment, and is guided by its core values of Integrity, Collaboration, Commitment, Humanity, and Inclusion. WFP has received the Nobel Peace Prize in 2020, highlighting its significant contributions to humanitarian efforts worldwide. The organization invests in the personal and professional development of its employees through various training programs, mentorship, and opportunities for internal mobility, making it an attractive workplace for those passionate about humanitarian work.

Job Overview:
The Business Support Assistant for the Community Feedback Mechanism (CFM) plays a crucial role in ensuring that the WFP's commitment to accountability and transparency is upheld. This position is designed to support the implementation of the CFM processes, which are essential for gathering, managing, analyzing, and resolving complaints from affected populations and stakeholders. The CFM is a formal, two-way communication system that allows communities to express their concerns, needs, and suggestions regarding their experiences with WFP and the humanitarian system. The assistant will work closely with communities, collecting feedback and ensuring that their voices are heard in decision-making processes. This role requires a proactive approach to identifying and mitigating risks for affected populations and adapting programs to enhance the effectiveness of WFP's assistance. The assistant will also be responsible for documenting interactions and ensuring compliance with established procedures, particularly in sensitive cases.

Duties and Responsibilities:
The Business Support Assistant will report to the Research, Evaluation, and Monitoring (RAM) supervisor and will have the following responsibilities: Interact with communities supported by WFP, either in person or remotely, to gather feedback and concerns regarding their experiences. Document information reported through CFM channels in the Customer Relationship Management (CRM) tool, ensuring timely closure of cases with appropriate communication to users. Follow established procedures for handling sensitive cases and allegations of misconduct, ensuring confidentiality and compliance with operational standards. Support the development and improvement of documents, procedures, and tools to enhance case management and service quality. Proactively identify and report areas for improvement in the CFM, including accuracy of information shared and technical issues related to the CRM. Demonstrate professionalism in all interactions, especially in challenging situations, and maintain a high level of confidentiality. Collaborate with IT support for troubleshooting technology-related issues. Perform visibility and awareness tasks to promote the CFM among affected populations and humanitarian actors. Participate in training to uphold the principles of integrity, professionalism, and respect for diversity.

Required Qualifications:
Candidates must possess excellent customer service and communication skills, with a friendly demeanor and the ability to convey clear messages. Knowledge of humanitarian standards and community engagement practices is desirable. The ability to follow procedures, manage multiple tasks in a high-pressure environment, and a willingness to learn quickly are essential. Candidates should demonstrate a proactive attitude and a commitment to maintaining professionalism in all circumstances.

Educational Background:
A first university degree in business administration, social sciences, information management with a specialization in customer service management, or a related functional area is required for this position. This educational background provides the foundational knowledge necessary for effective engagement with communities and the management of feedback processes.

Experience:
Candidates should have at least two years of experience in customer service or social work. Experience within a United Nations agency or an international organization, or practical knowledge of the humanitarian sector, development, and peacebuilding would be an asset. This experience is crucial for understanding the complexities of humanitarian assistance and the needs of affected populations.

Languages:
Practical knowledge of English, both spoken and written, is mandatory. Knowledge of other national or regional languages is considered an advantage, as it enhances communication with diverse communities and stakeholders.

Additional Notes:
The position is a short-term contract for a duration of three months. It is essential to note that WFP is committed to providing reasonable accommodations for individuals with disabilities throughout the recruitment process. The organization does not charge any fees for applications or recruitment processes, and all employment decisions are based on organizational needs, job requirements, and individual qualifications. Selected candidates will undergo rigorous reference and background checks to ensure a safe and inclusive work environment.