Overview
Manages the end-to-end petitions and complaints process for UNRWA staff, ensuring quality standards and timely responses. Analyzes root causes to drive continuous improvement and reports on trends.
Key Responsibilities
- Manages petitions/complaints process, ensuring study, recommendation, and written reply.
- Participates in defusing tense situations and manages escalated petitions/complaints.
- Reports on petition/complaint types, volumes, trends, and causes.
- Maintains and updates electronic and manual correspondence of petitions.
- Undertakes analysis of root causes of petitions/complaints.
- Assesses and oversees the implementation of preventative actions.
- Compiles annual reports analyzing complaints/queries and highlighting trends.
- Liaises with internal partners on matters affecting Agency operations.
- Performs other duties as assigned by the supervisor.
Required Experience
At least four years of progressively responsible relevant work experience in administration or similar work, is required. Of which two years should have been in petitions/complaints work, is required.
Qualifications
A university degree from an accredited educational institution in Business Administration, Law, or other related discipline.
