Grievances Officer

The Grievances Officer manages the petitions/complaints process for UNRWA staff, ensuring fair recommendations and timely responses. The role involves analyzing complaints, reporting trends, liaising with internal partners, and supporting continuous improvement of policies and procedures.

Responsibilities

• Manage the end-to-end petitions/complaints process ensuring adequate study, fair recommendation, and written reply within quality standards and time frames.
• Provide evidence and materials to support recommendations.
• Participate in defusing tense situations related to complex petitions/issues.
• Manage escalated petitions/complaints professionally.
• Report on petitions/complaints types, volumes, trends, and causes for executive management.
• Maintain and update electronic and manual correspondence of petitions for quality assurance documentation.
• Analyze root causes of petitions/complaints to drive continuous improvement of policies, processes, and procedures.
• Assess and oversee implementation of preventative actions for received petitions/complaints.
• Compile annual reports analyzing complaints/queries highlighting trends and recurring issues facing staff and Palestine Refugees.
• Liaise with internal partners such as Department Heads on matters affecting Agency operations.
• Perform other duties as assigned by the supervisor.

Requirements

• A university degree from an accredited educational institution in Business Administration, Law, or other related discipline.
• At least four years of progressively responsible relevant work experience in administration or similar work.
• At least two years of experience in petitions/complaints work.
• Applicants must declare if they have close relatives in UNRWA and provide details if applicable.
• Applicants must declare if they are Palestine refugees and provide their Registration Card Number if yes.
• Candidates must declare any current or past affiliations with NGOs, academic institutions, political organizations, military, or activities/statements that could impact neutrality or independence in UN/UNRWA duties.
• Candidates must indicate current involvement in any outside activities including employment, consultancy, board membership, public speaking/writing, teaching, conferences, training, political activity, fundraising, business ownership, or work for government/NGO/private company/charity/UNRWA partner/vendor.
• Practical technical knowledge, skills, and expertise in audit and/or communication is desirable.
• The incumbent may be required to use UNRWA vehicles and should possess a valid driving license.
• Applicants must submit applications in English only.
• Providing incorrect, incomplete or misleading information will result in disqualification.
• Selected candidates will undergo rigorous reference and background checks including verification of academic credentials, employment history, Clear Check, INTERPOL, and certification of non-conviction where available.
• Candidates must uphold UNRWA's zero-tolerance policy on misconduct including sexual exploitation, abuse, harassment, racism, and discrimination.
• Only candidates residing in Lebanon and within commuting distance of the duty station with authorization to work in Lebanon at the time of application are eligible.
• UNRWA is committed to gender balance and encourages female candidates to apply.
• The appointment is subject to availability of funds, satisfactory performance, and continuing need.
• The monthly salary starts from USD 1,628.40 with additional benefits including Provident Fund, medical insurance, annual leave, and dependency allowance if applicable.

Skills

• Petitions and Complaints Handling
• Policy Analysis
• Report Writing
• Stakeholder Liaison
• Audit Knowledge
• Communications Skills
• Administration
• Use of UNRWA Vehicles
• Driving License
• Background Verification

Languages

English, Arabic