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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