Business Support Assistant - Customer Feedback Management (SSA3)

The Business Support Assistant will be responsible for managing customer feedback and complaints, supporting gender and protection mainstreaming activities, and providing administrative support including travel arrangements and event coordination. The role supports WFP's disaster preparedness and community engagement efforts in Sri Lanka.

Responsibilities

• Receive, log, and manage complaints and feedback through defined channels, ensuring compliance with protocols and data protection.
• Translate cases, assign them to relevant staff, review follow-up actions, and prepare information directories and FAQs.
• Support editing Standard Operating Procedure of the community feedback mechanism and lead documentation with guidance from CFM Manager and Gender and Protection Officer.
• Develop sensitization documents, translation work, and proofreading of programme-related documents.
• Support business operations including travel arrangements, event support, and maintaining office records.
• Facilitate and conduct interviews in local languages to gather qualitative data, support data analysis and develop field reports with Gender and Protection team leads.
• Support cross-cutting mainstreaming activities led by gender and protection teams, including coordination with UN country team and focal points in different departments.
• Facilitate gender, protection for sexual exploitation and abuse, disability inclusion training and support trainers of trainer programmes through co-facilitation and event coordination.
• Co-lead and engage in main annual programmes of the Gender and Protection team including International Women’s Day and 16 days programme with innovative design and execution.
• Engage with WFP country team in diverse programmes for gender and inclusion transformative programmes such as Emergency response, Nutrition and School Meals, Resilience and climate adaptation, and capacity strengthening.
• Support monitoring of programmes to ensure targets are achieved.
• Support wider organizational programmes including Human Resources, administration, logistics, finance, communications and digital assistance programming.

Requirements

• Completion of Secondary Education necessary.
• Post-secondary certification of relevant functional areas including business support, gender, disability or protection is an added advantage.
• Three years of experience in related professional area of work including supporting or engaging community feedback, accountability, gender, disability and protection.
• Ability to use standard office equipment such as photocopiers and scanners.
• Knowledge of standardised business support work routines and methods.
• Knowledge of standard office software packages, e.g. Microsoft Word.
• Uses tact and courtesy to give and receive information with a variety of individuals.
• Good attention to detail in order to identify data discrepancies.
• Ability to work to deadlines and follow clear instructions.
• Fluency in written and spoken English.
• Fluency in written and spoken Tamil and/or Sinhala.
• Working knowledge of gender, protection, and disability issues.

Skills

• Customer Feedback Management
• Community Engagement
• Gender Mainstreaming
• Protection issues
• Disability Inclusion
• Business Support
• Office Equipment Operation
• MS Word
• Data Accuracy
• Deadline Management
• Travel Coordination
• Event Coordination

Languages

English, Tamil, Sinhala