VN 018-GN10-2026 -Call Centre Assistant – Complaints and Feedback Mechanism (CFM)

Description

Introduction

Established in 1951, IOM is a Related Organization of the United Nations and the leading UN agency in the field of migration. Working closely with governmental, intergovernmental and non-governmental partners, IOM promotes humane and orderly migration for the benefit of all. It saves lives and protects people on the move, drives solutions to displacement, and facilitates pathways for regular migration, while providing services and advice to governments and migrants. 

IOM is committed to fostering a respectful, inclusive and supportive workplace where all employees can thrive professionally and feel valued. By creating such an environment, IOM aims to better harness the full potential of migration and strengthen its support to people on the move.

IOM invites candidates from diverse backgrounds to apply and provides reasonable accommodation throughout the recruitment process when required. Learn more about IOM’s workplace culture at IOM workplace culture | International Organization for Migration

Applications are welcome from internal and external candidates. For all IOM vacancies, applications from qualified and eligible first-tier candidates are considered before those of qualified and eligible second-tier candidates in the selection process. For the purpose of this vacancy, internal and internal-equivalent candidates are considered as first-tier candidates.

Organizational Context and Scope

Since April 2017, the International Organization for Migration, in collaboration with the European Union and
the Government of Guinea, has been implementing a programme aimed at assisting migrants through
protection, return and reintegration, while strengthening migration governance. In September 2022, a new
phase of this programme was launched under the name Migrant Protection, Return and Reintegration
(MPRR), which is currently ongoing.

This programme, implemented across 16 countries in West and Central Africa, aims to provide assistance to
stranded migrants along the Mediterranean route in terms of protection, return, and reintegration into their
countries of origin. In Guinea, the programme is implemented nationwide and has supported nearly 30,000
migrants to date, including 15% women.
As part of programme implementation, IOM promotes accountability to affected populations (AAP) through
established Complaints and Feedback Mechanisms (CFM), including a call centre, beneficiary reception
channels and other feedback mechanisms. These channels enable beneficiaries to submit complaints, requests
for information, suggestions and feedback in a safe and confidential manner.

Responsibilities

Under the overall supervision of the MPRR Programme Manager and the direct supervision of the Monitoring and Evaluation Officer, the Call Centre Assistant – CFM will be responsible for assisting in the implementation of CFM.
The incumbent will be receiving and recording complaints, feedback and requests from beneficiaries, following established procedures for referral and follow-up, and assisting in maintaining accurate records in accordance with CFM protocols, AAP principles, confidentiality requirements and data protection standards.

1. Receive and respond to complaints, feedback, and requests from beneficiaries through CFM channels, using professional and respectful communication in line with established procedures.
2. Support the day-to-day operation of CFM channels, helping maintain accessibility, and coordinationin line with established operational protocols.
3. Record complaints and feedback in the official system, supporting data quality, accuracy, and traceability.
4. Apply established procedures for classification, referral, and follow-up of complaints, including sensitive cases, to support timely and appropriate processing.
5. Provide feedback to complainants and update complaint records in accordance with established procedures and timelines.
6. Maintain confidentiality when handling complaints and related information, following AAP principles and applicable data protection standards.
7. Contribute to CFM data reporting and basic analysis to help identify trends and support improvements to the mechanism.
8. Perform such other relevant duties as may be assigned.

Qualifications

Required Qualifications and Experience

Education

• Bachelor’s degree in Social Sciences, Communication, Management, Psychology, Social Work, Community Development, or a related field from an accredited academic institution with two years of relevant professional experience; or

  • • High School diploma with four years of relevant professional experience;
  • • Training or certification in complaints management, AAP, protection, or customer

  service is an advantage.

Accredited Universities are those listed in the UNESCO World Higher Education Database.

Experience

• Relevant experience in a call center, CFM, customer service, or similar role involving handling requests or grievances;
  Experience in collecting, recording, and tracking sensitive data using monitoring tools (Excel or databases); and
  Experience in a humanitarian or migration context or within the United Nations system is an asset.

Skills

• Good communication, listening and interpersonal skills, including the ability to interact

  respectfully with beneficiaries and stakeholders;

  • • Working knowledge of CFM, AAP, and complaint-handling procedures;
  • • Ability to record, process and track complaints and feedback accurately, following

  established procedures;

  • • Good computer skills, including Microsoft Office applications, particularly Excel, and ability

  to use databases or digital tools;

  • • Good understanding of confidentiality, data protection and handling of sensitive information;
  • • Good organizational skills, with the ability to manage time, follow up on cases and handle

  multiple tasks;

  • • Ability to handle sensitive situations with professionalism, discretion and empathy; and
  • • Ability to work effectively in a multicultural team environment

Languages

All IOM staff members in all categories are required to be fluent in one of the IOM's official languages (English, French, Spanish).

For all applicants, fluency in French is required (oral and written)

Desirable:
Knowledge of English and major national languages (Soussou, Malinké, and Peulh).

For this position, 

Proficiency of language(s) required will be specifically evaluated during the selection process, which may include written and/or oral assessments.

Required Competencies

IOM’s competency framework can be found at this link. Competencies will be assessed during the selection process.

Values - all IOM staff members must abide by and demonstrate these five values:

• Inclusion and respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion.
• Integrity and transparency: Maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.
• Professionalism: Demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.
• Courage: Demonstrates willingness to take a stand on issues of importance.
• Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated.

Core Competencies – behavioural indicators Level 1

• Teamwork: Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.
• Delivering results: Produces and delivers quality results in a service-oriented and timely manner. Is action oriented and committed to achieving agreed outcomes.
• Managing and sharing knowledge: Continuously seeks to learn, share knowledge and innovate.
• Accountability: Takes ownership for achieving the Organization’s priorities and assumes responsibility for own actions and delegated work.
• Communication: Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way.

Managerial Competencies – behavioural indicators Level 2, if with direct reports

• Leadership: Provides a clear sense of direction, leads by example and demonstrates the ability to carry out the Organization’s vision. Assists others to realize and develop their leadership and professional potential.
• Empowering others: Creates an enabling environment where staff can contribute their best and develop their potential.
• Building Trust: Promotes shared values and creates an atmosphere of trust and honesty.
• Strategic thinking and vision: Works strategically to realize the Organization’s goals and communicates a clear strategic direction.
• Humility: Leads with humility and shows openness to acknowledging own shortcomings. 

Notes

Please refer to this link for guidance on IOM Job Category.

Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.

This selection process may be used to staff similar positions in various duty stations. Recommended candidates will remain eligible to be appointed in a similar position for a period of 24 months.

Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, security clearances.

IOM has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and IOM, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination based on gender, nationality, age, race, sexual orientation, religious or ethnic background or disabilities.

IOM does not charge a fee at any stage of its recruitment process (application, interview, processing, training or other fee). IOM does not request any information related to bank accounts.

IOM only accepts duly completed applications submitted through the IOM e-Recruitment system (for internal candidates link here). The online tool also allows candidates to track the status of their application.

No late applications will be accepted. Only shortlisted candidates will be contacted.

For further information and other job postings, you are welcome to visit our website: IOM Careers and Job Vacancies