Grievances Officer

UNRWA seeks a Grievances Officer to manage petitions and complaints for staff and Palestine refugees in Beirut. The role examines cases, prepares recommendations and written responses, resolves escalated issues professionally, analyses root causes and trends, and strengthens preventive actions. It also maintains case documentation, compiles annual reports and liaises with internal departments on Agency operations.

• Manage the end-to-end petitions and complaints process
• Prepare recommendations and written responses to petitioners
• Resolve escalated petitions and sensitive issues professionally
• Analyse complaint trends and root causes to improve processes
• Maintain electronic and manual case correspondence
• Compile annual complaints reports and liaise with internal partners

• University degree in Business Administration, Law or a related discipline
• At least four years of relevant administration or similar experience
• At least two years of petitions or complaints work
• English at UN Level II and Arabic at UN Level I
• Residence in Lebanon within commuting distance and authorization to work at the duty station
• Valid driving licence

• Practical technical knowledge and expertise in audit or communication

• Complaint resolution
• Case analysis
• Root-cause analysis
• Case documentation
• Report writing
• Stakeholder liaison

• Fixed-term appointment with possible extension subject to funds, performance and continuing need