Desk Operator - Azakhel

Pakistan Centre for Philanthropy; Azakhel Bala; On-site; PKR 300,000 - 420,000; Full time

Job summary

Pakistan Centre for Philanthropy seeks a Desk Operator at the Multi Purpose Hub in Azakhel. Under the supervision of the Facility Incharge, you will manage beneficiary intake, issue tokens, guide beneficiaries to service points, and ensure orderly, confidential handling of information.

You will maintain digital records, coordinate with Facilitation Assistants, monitor queues, and uphold safeguarding standards, Do No Harm, and organisational policies.

Qualifications

• Minimum intermediate qualification with a relevant diploma or certification.
• Proven experience in data entry, registration support or service delivery roles.
• Strong typing accuracy and attention to detail.
• Good communication in Urdu and English; local languages are a plus.

Responsibilities

• Serve as the initial intake point for beneficiaries at the MPH.
• Issue tokens and guide beneficiaries to relevant service points.
• Record beneficiary information accurately in approved systems.
• Coordinate with Facilitation Assistants and Facility Incharge to manage smooth beneficiary movement.
• Maintain confidential and respectful handling of beneficiary data and documentation.

Skills

MS Office

Data entry

Attention to detail

Communication (Urdu & English)

Education

Diploma or certification in a related field

Tools

Digital data entry systems

Database software

Job description

Job Title

Desk Operator

Reporting to or/supervised by

Under the direct supervision of the Facility Incharge – MPH Azakhel.

Unit

Programme

Duty Station

Multi Purpose Hub -Azakhel

Purpose

Under the supervision of the Facility Incharge, the Desk Operator is responsible for managing beneficiary intake processes at the MPH, including token issuance, structured registration, digital data entry, and guidance to relevant service domes or offices.

The role ensures orderly service access, accurate documentation, protection-sensitive interaction with beneficiaries, and proper routing of individuals in line with established operational procedures and organisational standards.

Key Responsibilities

Beneficiary Intake & Token Management

• Serve as the initial intake contact point for beneficiaries arriving at the MPH.
• Issue tokens in accordance with approved procedures to ensure structured and orderly service delivery.
• Provide clear and accurate guidance to beneficiaries regarding relevant service domes or designated offices.
• Ensure prioritisation protocols are followed where applicable (e.g., elderly persons, persons with disabilities, other vulnerable individuals).
• Maintain control and accountability of token distribution to prevent duplication or misuse.

Registration & Digital Data Entry

• Record beneficiary information accurately in approved digital systems, databases, or manual registers as required.
• Ensure completeness and correctness of documentation prior to processing.
• Maintain organised records of intake forms and supporting documentation.
• Verify basic information and identify discrepancies before forwarding cases to relevant service points.
• Ensure timely and accurate updating of digital records.

Service Flow Coordination

• Coordinate with Facilitation Assistants and Facility Incharge to manage smooth beneficiary movement between service points.
• Monitor waiting areas and desk operations to prevent overcrowding and maintain order.
• Immediately report irregularities, disputes, system issues, or operational disruptions to the Facility Incharge.
• Ensure assigned desk area remains organised and operational during working hours.

Protection & Safeguarding Compliance

• Deliver services in a respectful, non-discriminatory, and dignified manner.
• Maintain strict confidentiality of beneficiary information and documentation.
• Adhere to organisational Code of Conduct, safeguarding, PSEAH, confidentiality, and Do No Harm principles.
• Identify and report protection-sensitive or safeguarding concerns through established reporting mechanisms.

Documentation & Reporting

• Maintain accurate daily registers of token issuance and processed cases.
• Support preparation of daily or periodic operational summaries as requested.
• Ensure proper filing and archiving of intake documentation in line with organisational standards.

Other Duties

Perform any other duties related to the position, as reasonably assigned by the Facility Incharge, in line with organisational policies and operational requirements.

Qualifications & Experience

• Minimum intermediate qualification with a relevant diploma or certification in a related field preferred; higher qualifications will be considered an advantage.
• Minimum 1–3 years of experience in data entry, registration support, digital intake systems, or service delivery roles.
• Demonstrated proficiency in MS Office and ability to work with digital registration or database systems.
• Strong typing accuracy and attention to detail.
• Ability to manage structured data entry in high-flow service environments.
• Good communication skills in Urdu and English; knowledge of local languages is an asset.
• Ability to maintain confidentiality and professional conduct at all times.
• The position is subject to and governed by the organisation’s policies, procedures, codes of conduct and ethical standards.
• All staff are required to comply with all applicable policies at all times as a condition of employment.