Community Feedback Mechanism (CFM) Officer (SC8)

চাকরির বিবরণ

WFP's Community Feedback Mechanism (CFM) is a formal two-way communication system that lets WFP stakeholders (affected populations, cooperating partners, third-party monitors, government representatives and service providers) give feedback and have it managed, analysed, actioned and resolved. WFP is hiring a Community Feedback Mechanism (CFM) Officer (grade SC8, service contract, 11 months) in Cox's Bazar to support the functioning of the CFM under the Cox's Bazar operations, working closely with the Dhaka CFM team. This vacancy announcement is for Bangladeshi nationals. WFP offers a competitive benefits package including salary, leave and medical insurance. All documents are verified and any discrepancy leads to automatic disqualification. Applications close on 26 October 2026 (23:59 Bangladesh time) and must be submitted through WFP's online recruiting system; only a CV and cover letter are required at application stage.

দায়িত্ব

• Document and support the proper functioning of the CFM customer relationship management tool (SugarCRM) and the information reported through the CFM channels, ensuring accurate and timely assignment, referral, closure and final communication with the CFM user
• Support the development of easy-to-access, safe channels for stakeholders to lodge feedback and ask questions, with the referral and resolution cycle mapped and documented
• Follow instructed procedures for sensitive cases and allegations of misconduct such as sexual exploitation and abuse, fraud, corruption and theft, in a timely and confidential manner
• Proactively identify and report areas for improvement of the CFM
• Chair the CFM Task Force in Cox's Bazar and run CFM team meetings, presenting findings to senior management
• Support WFP and cooperating-partner CFM focal points so cases are properly received, referred and escalated
• Analyse emerging CFM data to inform programme adjustments, operational decisions and strategic planning
• Contribute to country-level information structures and standard operating procedures, and apply WFP's personal data protection and privacy guidance
• Take part in inter-agency forums, including the AAP/CFM Working Group, and coordinate referrals with UNHCR registration and community-based protection
• Supervise, train and guide WFP and partner staff working on CFM in Cox's Bazar, and run visibility and sensitisation activities including field visits

যোগ্যতা

• Advanced university degree (Master's or equivalent) in Social Sciences, Business Administration, Sciences, Communication, Information Management or a relevant field
• At least 5 years of overall experience, including 3 years of professional (managerial or supervisory) experience in client or customer services, or protection and accountability to affected populations including CFM; at least 1 year of that must be after postgraduation
• Fluency in spoken and written English and Bangla; knowledge of Chatgaya and/or Rohingya language is highly desirable
• Open to Bangladeshi nationals
• Asset: work experience with a UN agency or international organisation, or knowledge of the humanitarian, development and/or call-centre environment
• Desirable: excellent customer care and communication skills, knowledge of Core Humanitarian Standards, accountability and community engagement practices, and the ability to work to targets in a high-pressure environment

সুবিধা

• Competitive benefits package including salary, leave and medical insurance

দক্ষতা

• Accountability to affected populations
• Bangla
• Case management
• Community feedback mechanisms
• Data analysis
• English
• Stakeholder coordination