Business Support Assistant - Community Feedback Mechanism (SC4) - Erbil, Iraq

Community Feedback Mechanism Officer

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, color, national origin, ethnic or social background, genetic information, gender, gender identity and/or expression, sexual orientation, religion or belief, HIV status or disability.

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.

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).

Under the direct supervision of the Gender, Protection, Inclusion & Community Engagement Officer, the WFP Community Feedback Mechanism (CFM) is primarily designed to operationalize WFP's AAP commitments and to support overall operations by strengthening transparency and accountability to all stakeholders, including affected populations, partners, government and non-governmental entities, and donors. The CFM further seeks to ensure effective complementarity and alignment with partner CFMs and inter-agency AAP mechanisms, initiatives, and processes.

WFP's CFM is one channel through which WFP communicates with stakeholders and is a mechanism through which individuals or groups can raise questions, share feedback or flag a complaint. WFP stakeholders include affected populations, WFP, cooperating partners, third-party monitors, government representatives and service providers (e.g., contracted transporters). To ensure effectiveness, WFP's CFM is established in line with WFP corporate guidance on functional CFMs and is, therefore, enabled to refer to allegations of sexual exploitation and abuse, harassment, fraud, corruption, and quality issues.

In WFP feedback is an overarching term to include a community or feedback provided by an individual or a group of people. Feedback can be formal (captured through specific mechanisms, and processes) or informal (captured in an ad-hoc manner). All feedback requires the feedback loop to be closed. This can only be achieved once the individual or group of people who submitted the feedback has expressed satisfaction with the action. A complaint is an expression of dissatisfaction about the standards of service, actions, or lack of action, of WFP or a partner organisation, or their employees. It is a criticism that expects a reply and would like things to be changed. In the context of this policy, a complaint is an external grievance made against WFP or a partner or any of its employees where the organisation has allegedly made mistakes, acted wrongfully, breached the codes to which WFP subscribes or failed to meet a commitment. Feedback relates to an expression of concern, a statement of thanks or appreciation, or a sharing of a question or suggestion.

Key Responsibilities (Not All-Inclusive, Nor Exhaustive):

CFM Operations & Call Management

• Assist in managing and monitoring calls and messages received through the outsourced call center, including helpline calls and chatbot messages.

• Act as the primary liaison between WFP and the outsourced call center agent, ensuring smooth coordination and adherence to agreed procedures.

• Provide day-to-day support and guidance to outsourced call center agents.

• Conduct regular quality assurance checks on calls and case handling to ensure compliance with WFP standards.

• Receive and handle sensitive and distressing calls professionally, neutrally, and patiently, in line with confidentiality, data protection, and protection principles.

• Write clear, concise, and accurate caller notes in English, ensuring efficient call-handling times.

Data Management, Reporting & Analysis

• Ensure timely and accurate data entry into the CFM system, in line with corporate standards and guidelines.

• Compile, analyze, and support reporting on CFM data, including monthly and ad hoc reports.

• Provide inputs to regular CFM trend analysis, identifying recurring issues, information gaps, and emerging risks.

• Flag urgent cases, sensitive issues, and trends to supervisors and relevant units for timely follow-up.

• Support the preparation and sharing of reports with supervisors and relevant WFP units (programme, protection, IT, etc.).

Coordination & Internal Engagement

• Serve as a point of contact for resolving general operational queries related to CFM.

• Lead coordination meetings with project focal points across offices to review feedback, complaints, and cases received through the CFM system.

• Liaise with supervisors, other operators, and third parties to gather information and support case resolution.

• Share feedback and insights with internal counterparts to support effective implementation, monitoring, and improvement of programmes and services.

Knowledge Management & Information Sharing

• Contribute to regular updates of the CFM knowledge base, including FAQs, cooperating partners' coverage and services, contact details, and referral pathways.

• Remain informed of up-to-date information on the humanitarian response and services available to affected communities.

• Relay accurate and timely information to callers in a professional and respectful manner.

• Support dissemination activities to raise community awareness of the Iraq Aid Helpline and available feedback mechanisms.

Professional Conduct & Capacity Building

• Attend briefings, coordination meetings, and trainings as required.

• Demonstrate the ability to learn quickly, follow procedures, and act professionally at all times.

• Foster a respectful, inclusive, and effective workplace environment.

• Maintain flexibility in undertaking additional duties that align with the general scope and level of responsibility of the position.

• Support any other related tasks as required by supervisors.

Qualifications & Experience Required:

Education:

A university degree in Business Administration, Communication and languages, Computer related fields.

Experience:

Four or more years of experience in business support work, and experience in client/customer services functions, call centers, or hotlines. Experience with a UN agency or international organization, or knowledge of humanitarian and development sectors is an asset.

Knowledge & Skills:

• Excellent customer care and communication skills, a clear and friendly attitude, and the ability to follow and transmit clear messages.

• Familiarity with Community Feedback Mechanism programmes and practices.

• Good attention to detail to carry out agent quality and performance checks.

• Ability to multi-task work to deadlines and follow clear instructions

• Knowledge of standard office software packages, e.g., Microsoft Office

• Capacity and attitude to learn quickly.

Languages:

Fluency (level C) in both oral and written communication in English, Arabic and Kurdish.