Cleft Helpline Officer (Nigeria)

About the role

Smile Train is seeking a dedicated Cleft Helpline Officer to join its Nigeria team. You will be the primary point of contact for patients, caregivers, and partners reaching out to the Cleft Helpline, ensuring they receive accurate information and compassionate support.

Key responsibilities

• Manage inbound and outbound calls, emails, SMS, chats, and messages from patients and caregivers promptly and professionally.
• Direct callers to the nearest Smile Train‑supported treatment centre based on location and service availability.
• Conduct follow‑up calls to confirm access to care and identify any barriers.
• Monitor the availability of patient logistics grants and communicate updates.
• Document and organise helpline data, including call volume, geographic distribution, referral outcomes, and common patient needs.
• Support identification of high‑demand areas, service gaps, and regions needing additional investment or new treatment centres.
• Ensure end‑to‑end resolution of enquiries by liaising with internal teams and following up with callers.
• Develop and submit periodic reports on enquiry resolution status.
• Build sustainable relationships with callers, providing trustworthy and reliable assistance.

Required profile

• Customer‑focused, detail‑oriented and efficient.
• Polite, reliable and adaptable.
• Knowledgeable about Smile Train programmes and comprehensive cleft care.
• Strong communication skills and ability to handle high call volumes.

Required skills

What we offer

• Opportunity to make a meaningful impact on the lives of children with cleft conditions.
• Professional development and training in comprehensive cleft care.
• Collaborative work environment with a global non‑profit leader.