A national ngo is look for qualified, experienced and committed candidate for the CRM officer in District Nowshehra. The candidates are invited to apply on or by 30th November 2024 . Only shortlisted candidates will be invited  interview.

Duties and Responsibilities

• Implement a complaint response mechanism that is accessible, transparent, and confidential for all beneficiaries and stakeholders. 

• Receive, log, and categorize complaints and feedback from beneficiaries, stakeholders, and community members.
• Acknowledge receipt of complaints and provide updates to complainants on the status of their cases.
• Ensure complaints are referred to the appropriate departments or personnel for investigation and resolution.
• Provide feedback to complainants on the outcome of their cases, ensuring that all communications are clear, respectful, and transparent.
• Maintain a database of complaints and their resolutions for reporting and analysis.Prepare regular reports on the CRM activities, including the number and types of complaints received, resolution rates, and any trends or patterns identified.
• Document all steps taken in the handling of each complaint, ensuring that records are complete and stored securely
• Provide inputs for donor reports and organizational learning based on CRM data. 
• Ensure that the CRM is compliant with the organization’s code of conduct, safeguarding policies, and other relevant guidelines
• Maintain the confidentiality and security of all complaints and related information.

• Bachelor’s degree in Social Sciences, Development Studies, or a related field.At least 2-3 years of experience in a similar role within the humanitarian or development sector.
• Strong understanding of accountability to affected populations (AAP), protection principles, and safeguarding.
• Experience in data management, including the use of CRM databases and reporting tools.
• Excellent communication and interpersonal skills, with the ability to engage with diverse stakeholders.
• Strong problem-solving skills and the ability to handle sensitive issues with discretion.
• Fluency in english and local languages.

We provide equal opportunity to all segments of scoiety.