DEADLINE FOR APPLICATIONS

1 February 2025-23:59-GMT+03:00 Eastern European Time (Amman)

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).

WHY TO WORK AT WFP?

Join us to make a difference!

SAVING & CHANGING LIVES ❤ Make a difference, the world will notice. We are driven by our mission to fight world hunger and feed people’s dreams of a brighter future.

GLOBAL COMMUNITY Build bridges that unite people across the world. Being part of a global, diverse and multicultural community like WFP, will continuously expose you to new ideas and perspectives.

UNLIMITED POSSIBILITIES Unlock possibilities you never thought you’d find. WFP goes anywhere it is needed and does whatever it takes to get the job done.

JOB TITLE: Roster/Business Support Assistant – Community and Feedback Mechanism (CFM) Agent
TYPE OF CONTRACT/GRADE: Special Service Agreement / SSA-4
UNIT/DIVISION: Accountability to Affected Populations (AAP) Unit
DUTY STATION: Amman, Jordan

BACKGROUND AND PURPOSE OF THE ASSIGNMENT:

WFP is globally known for its ability to deliver food assistance rapidly to people in need. However, to continue responding effectively to challenging contexts while also contributing to longer-term efforts to end hunger, WFP is also committed to collect and analyse the particular needs, capacities, vulnerabilities, priorities and strengths of the affected populations. In particular, Jordan Country Office has already a well-established and functioning CFM system through an in-house Helpline. Therefore, it is important for CO to maintain a regularly updated roster with good candidates ready to join WFP to ensure a rapid staff scale-up capacity of WFP Jordan’s helpline based on operational needs. The Community and Feedback Mechanism (CFM) Agent will be an integral part of this existing structure.

ACCOUNTABILITIES/RESPONSIBILITIES:

• Assist, support and guide the affected population with issues related to WFP’s activities with respect and professionalism and provide relevant information to all callers by answering their questions/inquiries thoroughly.
• Manage requests and grievances from the affected people in an effective and efficient manner.
• Follow up on complaints from the affected population with the supervisor to ensure that issues are raised, and actions are taken effectively and in a timely manner.
• Provide feedback on the action taken by concerned units while closing complaint loop and according to the CFM SOP.
• Ensure all recorded tickets are logged in the CFM system accurately by collecting relevant essential data/information from callers.
• Maintain and update the CFM database, by recording the calls with high quality for reporting purposes.
• Provide support to RAM unit and cooperating partners when needed, to address issues, concerns and queries raised from the affected people.
• Support the helpline Manager with additional analysis or follow-up through outgoing calls.
• Perform other related duties as required.

QUALIFICATIONS & EXPERIENCE REQUIRED:

Education: Completion of secondary school education.

Experience: At least four years of progressively responsible work experience in helpline/Call Centre, Customer Services or received a dedicated training related to call centre, interaction with beneficiaries, customer service or how to handle affected people. And/or in data collection in the field, or candidates with direct exposure as frontline for affected people.

Knowledge & Skills:

• Training and/or experience utilizing computers, including word processing, excel spreadsheet and other standard WFP software packages and systems.
• General knowledge of UN system policies, rules, regulations, and procedures governing administration
• Excellent communication skills
• Ability to work under pressure and at times in a high-stress context.

Languages: Fluency in oral and written communication in Arabic and intermediate level in English.

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 dedicated to fostering diversity, equity, and inclusion. Our recruitment process is inclusively crafted to welcome candidates of all backgrounds, celebrating diversity and ensuring a respectful environment for all. We aim for an accessible and fair recruitment journey. Should you need any reasonable accommodations or have accessibility concerns, please reach out to us confidentially at global.inclusion@wfp.org. Our DEI team is here to ensure your full participation in our recruitment process.

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

• We strongly recommend that your profile is accurate, complete, and includes your employment records, academic qualifications, language skills and UN Grade (if applicable).
• Once your profile is completed, please apply, and submit your application.
• Please make sure you upload your professional CV in the English language
• Kindly note the only documents you will need to submit at this time are your CV and Cover Letter
• Additional documents such as passport, recommendation letters, academic certificates, etc. may potentially be requested at a future time
• Please contact us at global.hrerecruitment@wfp.org in case you face any challenges with submitting your application
• Only shortlisted candidates will be notified

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.

Level of Education: Bachelor Degree

Work Hours: 8

Experience in Months: No requirements