Complaints Assistant

Position Title: Complaints Assistant

Hiring Manager: MEAL Officer and Project Manager

Sector: Food Security

Contract Type:Full time, 12 months 

Start Date: Feb 01, 2022 

Office Location: Tripoli / Lebanon

Implementation Location: Akkar / Lebanon

Monthly Gross Salary: 500 to 700$

Submission Deadline: Jan 31st, 2022

Note: Please note this position relies on donor funding and final approval, if for any reasons the funding is blocked or delayed, Mercy-USA reserves the right to take action including terminating the hiring process and/or the contract immediately.

Job Purpose

The Complaints Assistant will be collecting complaints from the helpdesk, following up with the cases, contacting complainees, investigating and referring complicated cases to the WFP officer.

Main Responsibilities

Communicating effectively and ensuring all complaints are acknowledged in a timely manner and beneficiaries are kept informed throughout the complaint process.

Channel complaints internally and externally to the relevant partners (namely protection partners)

Overseeing the work of the helpdesk officer

Liaising with the beneficiaries and reporting to project coordinator about actions taken for each complaint

Providing complaint trends and communicating lessons learnt to the project coordinator so implementation preformation  levels can be improved.

 Ensuring complicated cases are referred to WFP

He/she will be the first point of contact for all beneficiaries related issues

Support the program/project in documenting the lessons learned

Minimum Hiring Requirements 

University degree

At least 2 years’ experience 

Good command of the English language  

Proficiency in Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.

Personal and organizational skills, including time management and the ability to meet deadlines. 

Competencies 

Corporate Competencies: 

Demonstrate integrity and respect to Mercy-USA values and mission

Display cultural, religious, racial, gender, age and nationality sensitivity and adaptability along with respect to all

Promote vision, mission and strategic plan of Mercy-USA in Lebanon.

An honest team-player with strong interpersonal skills

Functional Competencies 

Accurately completes and organizes multiple tasks by taking into account priorities and deadlines along with potential interruptions

Ability to identify program challenges and plan and communicate alternatives for smooth implementation of programs

Builds and establishes proper and organized relationships with management, staff, partners and IP’s as required

Knowledge Management and Learning

Ability to familiarize with new areas and people

Ability to deal with day-to-day stresses, complaints and field level security concerns that may arise 

Ability to use tools provided with little direction 

Ability to build new relations with individuals on the field in a comfortable and safe way 

Ability to differentiate between personal and business relations on the field

Self-Management 

Self-motivated, quick learner with an initiative to perform well and beyond expectations

Calm and well-mannered under pressure 

Quick response to urgent requests for information

Takes and responds well to feedback 

Open to opposing and various opinions 

Energetic and positive about the work being conducted 

Focused on results and meeting deadlines