Purpose
Under the supervision of the Community Contact Centre Supervisor, the Community Contact Centre (CCC) operator aims to increase ICRC’s accountability to the persons we serve.
The CCC receives questions, complaints and comments from callers from around Nigeria in connection with their humanitarian needs and ICRC activities.
The Contact Centre shares information on ICRC programs and criteria for eligibility with callers, at times proactively, and may occasionally carry out small surveys on behalf of the ICRC.
It is also used to proactively call persons affected by conflict and violence to gauge their views and perception, with a view to improving assistance and service.

Accountabilities & Functional Responsibilities
• Respond to calls to understand the concerns of the caller and decide whether the concerns can be addressed immediately or require referral to other specialists or departments.
• Make calls to persons affected by conflict and violence in Nigeria to assess their level of satisfaction with, and perceptions of, ICRC activities and services.
• Accurately record and maintain details of each call in the appropriate database/software.
• Follow up promptly on complaints and provide timely feedback to affected populations.
• Follow up on cases referred to other departments to ensure timely follow up and action.
• Contribute to the compilation of statistics and regular Community Contact Centre reports identifying trends, flagging issues and proposing improvements.
• Maintain a good understanding of ICRC’s activities around Nigeria by reviewing briefing materials, following relevant guidance and SOPs, participating in regular briefing sessions, and proactively seeking information from relevant departments.
• Carry out any other duties related to accountability to affected persons as the need arises.

Certifications / Education Required
• University degree in a relevant field.
• Minimum 2 years of professional experience in a similar position.
• Proficiency in English, Kanuri and Hausa.
• Knowledge of Shuwa Arab, Pidgin, Fulfulde is an asset.
• Good understanding of humanitarian issues and current events in Nigeria.
• Experience using online dashboards for data analysis and prior experience working with technology for humanitarian organizations is desirable.
• Good understanding of the importance of knowledge management and confidentiality.
• Strong organizational and planning skills.

Desired profile and skills
• Strongly motivated by humanitarian work.
• Able to work under pressure.

How to apply
Interested and qualified candidates should apply via careers.icrc.org.