The sociologist/beneficiaries’ relations officer shall play a critical role in fostering beneficiaries’
relationships, resolving issues and promoting products and services for under GROW project. The
officer shall operate the GROW project toll free line at the headquarters to respond promptly to
inquiries of beneficiaries including handling and resolving and referring complaints. The officer
shall ensure that the Clientele’s journey from initial contact to problem resolution is smooth and
effectively managed.

Duties and Responsibilities
a) Manage large amounts of incoming inquiries about the GROW project services and products.
b) Identify and assess beneficiaries’ needs to achieve satisfaction
c) Liaise with Social Development Specialist to effectively handle complaints, provided
appropriate solutions and alternatives with the time limits; follow up to ensure resolution
d) Follow communication and grievance management procedures, guidelines and policies under
the project.
e) Take an extra mile to engage project beneficiaries on concerns raised.
f) Work closely with the social development specialists at the MGLSD to develop innovative
ways to increase satisfaction of beneficiaries.
g) With support from the Social development specialist, obtain and evaluate all relevant
information to handle inquiries on GROW project products and services
h) Register grievances in the logbook, issue grievance receipts and referral forms where
necessary
i) Follow up on beneficiary interactions, and provide feedback on the efficiency of the feedback
mechanism
j) Support the social development specialist in stakeholder engagement and any other roles
assigned to the officer.

Qualifications
1. Bachelor’s Degree in Social Sciences, Business Administration of any other related field
2. Ability to speak at least five languages in the region for which the officer has applied
3. Good beneficiary support skills
4. Strong phone contact handling skills and active listening
5. Ability to multi task, prioritize and manage time effectively
6. Great organizational, and time-management skills. Demonstrate logical and analytical
approach to problems solving
7. Good oral and written communication skills, should be fluent in English
8. Must be a Team player with high level of integrity and confidentiality
9. Self-motivated individual with the ability to work with minimum supervision and an eye for
detail.

Deliverables
i. Updated Grievance log book, receipts and referral forms
ii. Receive calls and provide feedback to the project beneficiaries
iii. Timely preparation and submission of monthly and quarterly Grievance reports to the social
development specialist
iv. Timely analysis, reporting and escalation of noted grievances.
v. Management of the stakeholder engagement register.