The International Committee of the Red Cross – ICRC- (www.icrc.org) is an independent humanitarian organisation, neutral and impartial.
Abuja Delegation is looking for a suitable candidate to fill the vacancy below

Generalist Field Officer 1 (CCC Operator)- 2 Positions
Under the direct supervision of Accountability to Affected Population (AAP) Delegate, the Community Contact Centre (CCC) aims to increase ICRC’s
Accountability to the persons we serve. The Operator 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.

Main Duties and Responsibilities
• Acquires and maintains an understanding of the ICRC’s activities around Nigeria by reading briefing materials, participating in
regular briefing sessions, and by taking initiative to enquire and learn with the relevant departments.
• Responds to calls to understand the concerns of the caller and decide on whether the concerns can be addressed immediately or
require referral to other departments.
• Understands that some concerns / issues require confidential and sensitive treatment and behaves accordingly.
• Immediately flags to the Community Contact Centre supervisor calls or issues involving Code of Conduct violations or requiring the
involvement of the Delegation Management.
• Records the details of each call in the appropriate databases / software.
• Follows up on cases referred to other departments to ensure timely follow up.
• Participates in the formulation of statistics and regular Community Contact Centre reporting by flagging issues and proposing
improvements.
• Is available for field missions to become better acquainted with ICRC operations in Nigeria, follow up on specific cases and thematic,
and, on occasion, participate in monitoring activities for ongoing projects when requested.
• Carries out other tasks as requested.
Education and Experience Required
• University Degree or its equivalent in a related field
• Experience in call center operation
• Minimum 2 years of professional experience in a similar position
Desired profile and Skills
• Good understanding and knowledge of humanitarian issues and current events in Nigeria
• Proficient knowledge and skills in project cycle management
• Experience using online dashboards for data analysis and prior experience working with technology for humanitarian organizations
is desirable
• Deep understanding of significance of transparency and accountability agenda in remote operations in a highly volatile context
• Understanding on importance of knowledge management and confidentiality
• Good organizational and planning skills
• Must be proficient in Hausa, English, Pidgin and at least one of the following languages: Kanuri, Fulfulde or Shuwa Arab
• Communication skills and the aptitude to handle competing messages and priorities
• Sensitive to cultural, gender, religious and other social issues.
• Ability to handle confidential issues

How to Apply
• Send Curriculum vitae and contact details of three referees to ABJ_Recruitment_Services@icrc.org
• Clearly indicate “ABJ202000169 Generalist Field Officer 1 (CCC Operator) ABJ” as the subject of your application (Applications
intended for this role without this subject will not be treated)
• In the body of the mail, please indicate the following in the format as seen:
• Qualification(s)
• Current location
• Languages you speak
• Years of relevant experience
The deadline for the submission of applications will be 12.01.2021, 16:30hrs. Late application will not be considered
Only short-listed candidates will be contacted.
Equal opportunities shall be provided to all employees and applicants for employment based on their demonstrated ability and competence
without discrimination based on race, colour, religion, sex, nationality, status, disability etc.
(Female candidates and candidates living with disability are encouraged to apply)
However, ICRC will not request for any monetary payments from applicants at any stage of the recruitment process.