Company Name: World Vision Bangladesh
Roles & Responsibilities:
- Day to day management of CRM hotlines and recording complaints
- Lodging directing and following up of complaints in close coordination with M&E Coordinator
- Keeping abreast of all of WVs projects to ensure effective and efficient liaison with relevant project teams
- Regular communication to beneficiaries and local community members
- Management of the CRM tracker in close coordination with MEAL team with the support of the M&E officer
- Support in the improvement and establishment of CRM good practice to ensure accountability and all feedback is responded to in a timely manner
- Support M&E team in relevant M&E tasks as directed by the Accountability Coordinator
- Ensure confidentially of complaints and information received from various sources
- Ensure accessibility and proper management of CRM access points
- Ensure that all information related to complaints is properly recorded and that the logbook/ database is clean.
- Follow proper implementation of CRM standard operating procedures and refer all cases to the appropriate focal point.
- Ensure follow-up of all cases referred to the management team until the closure of the case.
- Ensure proper archiving for future reference and submit timely complaint reports.
- Ensure beneficiary information and complaints recording during field distribution.
- Participate in training field teams on CRM information plan.
- Ethics and professional practice:
- Display high commitment to confidentiality.
Educational Qualification:
- Master of Social Science (MSS)
- Bachelors Degree in a relevant discipline (Social Sciences, Agriculture, Development Studies or other relevant)
Work Experience:
- At least 3 year(s)
Others Requirements:
- At least two years of working in humanitarian or international development ideally with CRM experience
- Demonstrated experience managing day to day communication in challenging contexts
- Demonstrated experience in mitigating tensions
- Previous experience in working with local communities.
- Demonstrated experience in data entry and computer literacy including Microsoft office
- Excellent verbal communication in Chitagonian language. (Desirable)
- Demonstrated computer skills (Microsoft office especially Excel) an advantage
- Demonstrated ability to manage competing priorities
- Demonstrated capacity to work within high pressure environments
- Takes initiative and responsibility but is able to work as part of a wider team
- Candidates must have at least a year progressive experience working in a related position.
- Formal training in Accountability, Monitoring and Evaluation, Data Management is an asset
- Skills and experience conducting data verification, analysis, reporting and monitoring
- Excellent interviewing skills
Others Benefit:
As per company policy