Business Support Assistant: CFM Intake Operator, SC4, (2 positions)

DEADLINE FOR APPLICATIONS

WFP celebrates and embraces diversity. It is committed to the principle of equal employment opportunity for all its employees and encourages qualified candidates to apply irrespective of race, colour, national origin, ethnic or social background, genetic information, gender, gender identity and/or expression, sexual orientation, religion or belief, HIV status or disability.

ABOUT WFP

The World Food Programme is the world’s largest humanitarian organization saving lives in emergencies and using food assistance to build a pathway to peace, stability and prosperity, for people recovering from conflict, disasters and the impact of climate change.

At WFP, people are at the heart of everything we do and the vision of the future WFP workforce is one of diverse, committed, skilled, and high performing teams, selected on merit, operating in a healthy and inclusive work environment, living WFP's values (Integrity, Collaboration, Commitment, Humanity, and Inclusion) and working with partners to save and change the lives of those WFP serves.

To learn more about WFP, visit our website: https://www.wfp.org and follow us on social media to keep up with our latest news: YouTube, LinkedIn, Instagram, Facebook, Twitter, TikTok.

WHY JOIN WFP?

• WFP is a 2020 Nobel Peace Prize Laureate.

• WFP offers a highly inclusive, diverse, and multicultural working environment.

• WFP invests in the personal & professional development of its employees through a range of training, accreditation, coaching, mentorship, and other programs as well as through internal mobility opportunities.

• A career path in WFP provides an exciting opportunity to work across the various country, regional and global offices around the world, and with passionate colleagues who work tirelessly to ensure that effective humanitarian assistance reaches millions of people across the globe.

• We offer an attractive compensation package (please refer to the Terms and Conditions section of this vacancy announcement).

ORGANISATIONAL CONTEXT:

The Business Support Assistant will be based in the WFP Country Office, and the job holder will report to a Monitoring & Evaluation Officer. The Business Support Assistant will support WFP’s priorities, with a focus on providing safe, inclusive, and accessible channels for affected people to express concerns, lodge complaints, ask questions and provide feedback on humanitarian assistance. This also includes incident reports of a sensitive nature, such as gender-based violence (GBV), sexual exploitation or abuse (SEA), fraud, corruption, theft, and environmental and social harm.

ACCOUNTABILITIES/RESPONSIBILITIES:

• Man, the WFP tollfree hotline for eight hours a day from 08:00hours to 17:00hours Monday to Friday in local languages (Ndebele and Shona).
• Use the WFP tollfree number exclusively for the intended purpose.
• Keep the handset and simcard and any hotline information in a safe and secure place e.g. a lockable drawer/safe.
• Be courteous when receiving calls and assure person giving feedback that their information will be treated in strict confidence, remembering at all times that you are answering calls on behalf of the World Food Programme.
• Seek the caller’s consent first before recording their personal identification information. It should be explained to caller why their personal details are being taken.
• Document all feedback using the agreed templates. The following information should be captured: Log number, Date, Hotline User, Partner, Intervention, CSP activity number, Programme, Field office, District, Ward, Village/ Suburb, Mobile number, Sex of hotline User, age, Nature of feedback, Details of the issue.
• Categorise all calls based on priority and escalate severe issues within 24 hours.
• Update status of all cases in the database that is whether open or closed.
• Maintain daily log sheets on the total number of missed calls, total number of answered calls, dropped calls, average number of answered calls per hour.
• Prepare a reporting brief at the end of each month and highlight trends/issues occurring during the assignment.
• Undertake other duties as agreed with the head of the Research, Assessment and Monitoring Unit.

QUALIFICATIONS & EXPERIENCE REQUIRED:

Education:

Completion of secondary school education. A post-secondary social sciences certificate in the related functional area is desirable.

Experience:

• Minimum four years relevant experience with additional years of related work experience and/or training/courses.
• Experience in customer service, call centre operations, beneficiary services, programme support, or complaint management.
• Experience working with databases, case management systems, or information management platforms.
• Previous experience in humanitarian or development organizations is an advantage.

Knowledge & Skills:

• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
• Strong data management and reporting skills.
• Excellent verbal and written communication skills.
• Ability to communicate effectively in English and local languages.
• Ability to work under pressure and manage high call volumes

Languages:

Excellent oral and written communication skills in English, Shona and Ndebele is essential.

WFP LEADERSHIP FRAMEWORK

WFP Leadership Framework guides to the common standards of behavior that guide HOW we work together to accomplish our mission.

Click here to access WFP Leadership Framework

REASONABLE ACCOMMODATION

WFP is committed to supporting individuals with disabilities by providing reasonable accommodations throughout the recruitment process. If you require a reasonable accommodation, please contact: [email protected]

NO FEE DISCLAIMER

The United Nations does not charge any application, processing, training, interviewing, testing or other fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it. Furthermore, please note that emblems, logos, names and addresses are easily copied and reproduced. Therefore, you are advised to apply particular care when submitting personal information on the web.

REMINDERS BEFORE YOU SUBMIT YOUR APPLICATION

• All applications must be submitted exclusively through our online recruiting system. We do not consider CVs or applications sent by email, LinkedIn, or any other channel.

• We strongly recommend that your Workday profile is accurate and complete, and that all sections are filled in, including your employment history, academic qualifications, language skills, and UN grade (if applicable). Once your profile is completed, please apply, and submit your application.

• If you experience technical issues while submitting your application, you may contact us at [email protected]. Please note that this email is only for technical issues with an application - unsolicited applications or documents sent to this inbox will not receive a reply.

• At the application stage, the only required documents are your CV and Cover Letter. Additional documents (passport, certificates, recommendation letters, etc.) may be requested later in the process.

• Only shortlisted candidates will be contacted and invited to proceed to the next stage of the recruitment process.

All employment decisions are made on the basis of organizational needs, job requirements, merit, and individual qualifications. WFP is committed to providing an inclusive work environment free of sexual exploitation and abuse, all forms of discrimination, any kind of harassment, sexual harassment, and abuse of authority. Therefore, all selected candidates will undergo rigorous reference and background checks.

No appointment under any kind of contract will be offered to members of the UN Advisory Committee on Administrative and Budgetary Questions (ACABQ), International Civil Service Commission (ICSC), FAO Finance Committee, WFP External Auditor, WFP Audit Committee, Joint Inspection Unit (JIU) and other similar bodies within the United Nations system with oversight responsibilities over WFP, both during their service and within three years of ceasing that service.