CCC Officer - Kyiv - 863907 (Kyiv (KYI), UA, 32448)

WHAT WE DO

The International Committee of the Red Cross (ICRC) is an impartial, neutral, and independent organization whose exclusively humanitarian mission is to protect the lives and dignity of victims of armed conflict and other situations of violence and to provide them with assistance. The ICRC is mandated to work in countries affected by armed conflict or other situations of violence. The ICRC is present in over 100 countries and has some 18,000 staff worldwide. In 2014, the ICRC expanded its presence in Ukraine. Currently, we have over 900 team members working across the country in various professional fields.

ABOUT THE JOB

For the Community Contact Centre (CCC) Team, we are looking for Community Contact Centre Officers. In close cooperation with the team members and line managers, the CCC Officer will be responsible for is the primary point of contact between a caller and the ICRC. This front-line role is important in leaving callers with a positive impression of the ICRC and in ensuring the ICRC understands and, when appropriate, can be responsive to their needs. In particular, the CCC Officer, must maintain a good overall understanding of the ICRC’s activities and operations in Ukraine, feel a sense of ownership in responding to the queries of callers, and be able to distinguish between calls that can be addressed directly and others that will require more detailed follow-up. 

Start date: As soon as possible

YOUR TASKS AND RESPONSIBILITIES

• Receive calls and act as the primary point of contact between callers and the ICRC
• Conduct frontline communications, handle inquiries, and process incoming data fluidly across English, Ukrainian, and Russian to ensure no breakdown in vital communication with affected populations
• Distinguish between queries that can be dealt with directly and others that require routing to the appropriate department/people 
• Record the details of each contact with callers/message senders and ensure that the information received is classified into pre-determined reference categories in data management tools
• Ensure that callers receive a timely response to their queries and forward exchanges with callers for follow-up when necessary
• Compile, organize, analyze, and disaggregate data to contribute to production of regular reports
• Implement requests from other departments for surveys, outgoing calls, or verification of information
• Contribute to effective internal communication and information sharing
• Carry out other tasks as requested 

WHAT WE OFFER YOU

• A great team to work with and an organization where you have an impact
• Employment contract according to Ukrainian labor law with flexible working arrangements 
• Competitive salary between 42 000 and 62 000 UAH (gross) before taxation
• Medical insurance for you and your dependent family members
• Comprehensive onboarding and learning opportunities
• 20 days of annual paid leave
• Convenient office location in the city center

The ICRC is an equal opportunity employer that prioritizes staff safety and security. Qualified candidates of all backgrounds, including candidates with disabilities, are encouraged to apply for the position. We also value our employees' professional growth and offer a supportive and inclusive work environment.

For more information, visit the website http://www.icrc.org/.

ABOUT YOU

To be successful as a Community Contact Centre Officer in the ICRC you should possess the following qualifications, experience and characteristics: 

• Ukrainian citizenship or permanent residence permit in Ukraine
• Full professional fluency in Ukrainian, alongside working proficiency in English for reporting, and Russian. Multi-lingual capacity is an operational requirement to ensure immediate, accurate comprehension and data logging during live, unscripted crisis calls from diverse affected communities across different regions.
• Professional degree or equivalent
• Two years of experience as a call operator or relevant positions requiring engagement with affected people with different kinds of vulnerabilities
• Experience in the non-profit sector is an asset
• Experience in data collection and management is an asset
• Social worker or related experience is a strong asset
• Computer literate, with excellent knowledge of Microsoft Office
• Clear and effective communication capacity, ability to demonstrate empathy and positive attitude
• Stress management skills along with resilience and emotional strength
• Self-motivated with a strong commitment to teamwork and humanitarian principles
• Flexible, enthusiastic, and willing to learn
• Ability to work independently and to organize and prioritize multiple tasks
• High level of integrity and ability to treat information in a confidential manner

INTERESTED? YES? THEN APPLY!

To apply, please complete and submit the compulsory ICRC application form. Kindly note that your application will only be considered if it is submitted through the HRspace recruitment module.

To apply on the platform, please locate the "Apply now" button in the top right-hand corner of the vacancy announcement and complete the application form.

Your application will be considered only once you have completed the ICRC application form and uploaded your English CV.

Application deadline: 2 August 2026