UN Business Support Assistant (Helpline Operator) Jobs – United Nations World Food Programme (WFP)

Organization: United Nations
World Food Programme (WFP)
Duty Station: Kampala,
Position Grade: SC4
Reports to: Programme Policy
Officer (Protection and Gender Officer)
About US:
The UN World Food Programme (WFP) is the United Nations frontline
agency against world hunger. It is the largest and longest serving humanitarian
agency in Uganda. Currently WFP focuses on three priority areas: Saving lives
in Emergencies; Building Resilience through Predictable Safety Nets; Improving
Nutrition & Mother-and Child Health; and Supporting Small Holder Farmers to
Access Markets. WFP has operations in various parts of the Country.
Job Summary: The Business
Support Assistant (Helpline Operator) will manage a mechanism to submit
complaints, seek information and provide feedback.
Key Duties and
  • Review and maintain the feedback database
  • Answer, log, respond to, escalate, and
    manage incoming calls
  • Analyze, categorize, and consolidate
    information about calls received and issues raised
  • Keenly interact with relevant units within
    WFP, partners and government to follow up on complaints
  • Send timely feedback to the complainant
    within agreed timeframes
  • Send regular updates on complaints and
    feedback from beneficiaries and share with the WFP Uganda field offices,
    focal persons, implementing partners, and management
  • Share findings and recommendations with
    the Programme Units and Implementing partners
  • Manage and keep updated a Complaint &
    Feedback Mechanism (CFM) Focal Points Network
  • Provide support in the training WFP staff,
    and rollout of the hotline to the Country Office
  • Perform any other duties as required.
Key Performance Indicators:
  • Weekly status reports on complaints
    received and feedback given;
  • Monthly analysis and response reports;
  • Effective communication between
    stakeholders to ensure smooth case management;
  • Timely feedback to complainants;
  • Minutes of weekly complaints committee
    meetings, and periodic reports on the findings, recommendations and
    lessons learned;

Qualifications, Skills and
  • The ideal candidate for the United Nations
    UN World Food Programme (WFP) Business Support Assistant (Helpline
    Operator) job opportunity should hold a University degree in Business
    Administration, Social Sciences or any other related field or a diploma
    supplemented with additional years of relevant experience obtained from a
    recognised institution;
  • A minimum of four years of progressively
    responsible support experience from a reputable organisation;
  • Excellent communication skills and ability
    to work collaboratively with multiple stakeholders
  • Strong people skills and client oriented;
  • Demonstrable experience working with
    various communities;
  • Experience in handling sensitive issues
    with discretion;
  • Good analytical skills and ability to
    clearly synthesize and present findings, draw practical; conclusions and
    to prepare written reports in a timely manner;
  • Experience of database knowledge
  • Computer literacy skills i.e. proficiency
    in Microsoft Office (Word, Excel and PowerPoint);
  • Background in protection and feedback
    mechanisms desirable;
  • Fluency in oral and written communication
    in English required;
  • Languages: Applicants must be proficient
    in any one, or more, of these languages are highly encouraged to apply:
    Ngakaramajong, Kiswahili, Arabic, Dinka, Nuer, Madi, Kinyabwisha, Somali,
    Kinyarwanda and Kirundi;
4Ps Core Organisational
  • Understand and communicate the
    Strategic Objectives:
    Helps teammates articulate WFP’s
    Strategic Objectives.
  • Be a force for positive change:
    Suggests potential improvements to team’s work processes to supervisor.
  • Make the mission inspiring to our
    Explains the impact of WFP activities in beneficiary
    communities to teammates.
  • Make our mission visible in everyday
    : Articulates how own unit’s responsibilities will
    serve WFP’s mission.
  • Look for ways to strengthen people’s
    Trains junior teammates on new skills and
  • Create an inclusive culture:
    Seeks opportunities to work with people from different backgrounds.
  • Be a coach & provide
    constructive feedback:
    Serves as a peer coach for colleagues
    in same area of work.
  • Create an “I will”/”We will” spirit:
    Tracks progress toward goals and shares this information on a regular
    basis with supervisor.
  • Encourage innovation & creative
    Explores ways to consistently be more efficient and
    accurate in own areas of work and shares new methods of work with
  • Focus on getting results:
    Focuses on getting results and tracks trends in completion rates for own
    tasks to identify opportunities for efficiency.
  • Make commitments and make good on
    Takes responsibility for own tasks and notifies
    supervisor as soon as possible of potential delays in meeting deadlines or
  • Be Decisive:
    Independently decides what action to take when faced with critical choices
    in the workplace or in dangerous situations in the field.
  • Connect and share across WFP units: Suggests
    opportunities for partnering with other units to supervisor.
  • Build strong external partnerships:
    Identifies opportunities to work with colleagues and partners in the field
    towards common goals.
  • Be politically agile &
    Develops an understanding of the value of WFP’s
    teams and external partners in fulfilling team’s goals and objectives.
  • Be clear about the value WFP brings
    to partnerships:
    Aligns own activities with supervisor’s
    priorities to fulfill internal and external partner needs.
How to Apply:
All candidates who desire to join the United Nations World Food
Programme (WFP) are encouraged to submit their applications online at the link
Deadline: 1st October
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