Grievances Officer (Internal)

About the role

The Grievances Officer will manage the end‑to‑end petitions and complaints process for UNRWA staff, ensuring fair, timely and documented responses. Reporting to the Senior Field Investigator, the role contributes to a transparent and accountable work environment within the agency.

Key responsibilities

• Manage the full lifecycle of petitions/complaints, from intake to written recommendation and reply.
• Defuse tense situations and handle escalated cases professionally.
• Produce regular reports on complaint types, volumes, trends and root‑cause analysis.
• Maintain electronic and manual records for quality assurance.
• Drive continuous improvement by analysing root causes and recommending preventive actions.
• Compile annual reports highlighting trends and recurring issues for staff and Palestine refugees.
• Liaise with internal partners, such as Department Heads, on matters affecting agency operations.
• Perform other duties as assigned by the supervisor.

Required profile

• University degree in Business Administration, Law or a related discipline.
• Minimum four years of progressively responsible experience in administration or similar work.
• At least two years of experience specifically handling petitions or complaints.
• Demonstrated ability to plan, organize, analyze and follow procedures.
• Strong communication, persuasion and influencing skills.

Required skills

What we offer

• Opportunity to make a tangible difference for vulnerable Palestine refugees.
• Work within a large United Nations agency with a diverse, international staff.
• Professional development in grievance management and UN operations.