Front Office Officer

VACANCY ANNOUNCEMENT

Position: Front Office Officer

Vacant positions: One (01)

Type of contract: Fixed term

Working location: National Office

Supervisor: Head of HR and Organisational Development

Deadline: 27th September 2026

Context of the position: 

SOS Children’s Villages Rwanda is an independent member association affiliated to the SOS Federation. SOS Children’s Villages Rwanda leverages existing community resources to strengthen quality childcare and protection through a holistic continuum of care tailored to orphans, vulnerable children, and their families. SOS Children’s Villages Rwanda actively advocates for the promotion of childcare and child protection. In Rwanda, SOS Children’s Villages operates in four Program Areas based in Gasabo, Gicumbi, Kayonza and Nyamagabe. To further fulfil the above-mentioned responsibilities, SOS Children’s Villages Rwanda is seeking for a competent Front Office Officer, to base at its National Office Kigali, Kinyinya.

JOB PURPOSE

The main role for this position is to deliver professional, efficient, and welcoming front-office and administrative assist by managing the reception area, receiving and directing visitors and calls, handling correspondence, and providing timely assistance to staff and external stakeholders. The Front Office Officer ensures effective communication and smooth day-to-day front-office operations while maintaining a professional image of the organization and safeguarding confidential information.

Main clients: 

• All SOS Children’s Villages Rwanda staff and departments
• All visitors, guests, and members of the public coming to SOS Children’s Villages Rwanda
• Children, young people, families, and other programme participants visiting the organization
• Government institutions, partners, donors, service providers, and other external stakeholders
• Candidates, consultants, and other individuals visiting SOS Children’s Villages Rwanda for official purposes

Key Performance Areas and Main Responsibilities:

The Front Office Officer is tasked with managing the reception area and serving as the first point of contact for visitors, staff, partners, and other stakeholders. The position ensures professional handling of telephone calls, correspondence, visitors, and general inquiries while providing timely administrative assist. The officer maintains accurate front-office records, ensures compliance with safeguarding, confidentiality, and security procedures, and contributes to creating a welcoming and professional image of SOS Children’s Villages Rwanda. Below are the details:

 Reception and Customer Service

• Receive and welcome all visitors, guests, and stakeholders in a professional and courteous manner.
• detect visitors and direct them to the appropriate staff members or departments.
• make sure that visitors receive timely and accurate information and assistance.
• keep a professional, clean, and welcoming reception environment.
• manage inquiries and deliver appropriate responses or referrals.

Telephone and Communication Management

• Receive and oversee incoming telephone calls and direct them to the appropriate staff members.
• Take and relay messages accurately and promptly.
• oversee general front-office email inquiries and make sure that correspondence is directed to the relevant departments.
• assist effective communication between staff, visitors, and external stakeholders.

Visitor and Front Office Administration

• keep accurate records of visitors, appointments, deliveries, and other front-office activities.
• oversee visitor access in accordance with organizational security and safeguarding procedures.
• organize appointments and meeting arrangements as required.
• Receive and distribute incoming correspondence, documents, and deliveries.
• keep an organized filing system for front-office records.

Administrative Support

• deliver general administrative assist to the Administration and other departments as assigned.
• assist the preparation and coordination of meetings, events, and official visits.
• Assist with photocopying, scanning, printing, document distribution, and other routine administrative tasks.
• assist the coordination of office supplies and other front-office requirements.

Safeguarding, Confidentiality and Security

• make sure that all visitors and stakeholders are treated in accordance with SOS Children’s Villages Rwanda's safeguarding standards and procedures.
• keep confidentiality of organizational, staff, visitor, and programme-related information.
• Immediately report any safeguarding, security, or other concerns through the appropriate channels.
• Ensure compliance with organizational policies, procedures, and health and safety requirements.

Professional Representation

• Serve as the first point of contact for SOS Children’s Villages Rwanda and promote a professional and positive image of the organization.
• keep professional perform and demonstrate respect, integrity, and courtesy in all interactions.
• Build positive working relationships with staff, visitors, partners, government representatives, and other stakeholders.

Reporting and Other Responsibilities

• produce routine front-office reports and keep relevant records as required.
• track and report issues affecting the smooth operation of the reception area.
• Perform any other duties relevant to the position as assigned by the supervisor.

Child Protection Policy

• At all times, avoid actions or behaviour that could be construed as poor or potentially abusive practice. 
• Report any child safeguarding concerns immediately in accordance with the organizational’s Child Protection Policy
• Promote and uphold the organisation’s values and child safeguarding principles in all interactions and decision – making

Data Protection Policy.

• At all times make sure that personal data of SOS Children’s Villages beneficiaries and their families as well as SOS Children’s Villages in Rwanda co-workers is handled confidentially and in accordance with prevailing SOS Children’s Villages.
• make sure that personal sponsor information and data used and administered for the benefit of SOS Children’s Villages in Rwanda, is stored and transferred securely, handled confidentially and in accordance with prevailing data protection laws. Donor data will remain under the control of SOS Children’s Villages in Rwanda and shall not be forwarded to or swapped with other organizations.

Required key skills set.

Must have the following:

• Excellent communication and interpersonal skills
• Strong customer service and reception skills
• Good organizational and time-management skills
• Professional, courteous, and welcoming attitude
• Good telephone and email communication skills
• Attention to detail and ability to keep accurate records
• Ability to keep confidentiality and manage sensitive information
• Good computer skills, including Microsoft Office applications
• Ability to work effectively with people from diverse backgrounds
• Problem-solving skills and ability to work under pressure

Formal qualifications 

• Education: Diploma in Front Office Management, Business Admin, or related field
• Professional Qualification: Customer Service certification preferred

 Experience requirements 

• Experience: 3+ years reception/front office experience; corporate environment
• Skills & Competencies: Reception Management, Telephone Etiquette, Visitor Management, Mail Handling, Office Administration, Professional Presentation, Customer Service Orientation, English & Kinyarwanda fluency.

How to apply 

The interested Candidates in this position should send a detailed Curriculum Vitae with three (3) traceable professional references, application letter , Rwandan national Identity Card and academic certificates/degrees to sos.recruitment@sos-rwanda.org and properly fill the application form found via the followingLINK by not later than 27th September, 2026 at 5:00 pm Kigali time. 

Please mention in the subject of your email “Front Office Officer”.

Female candidates are encouraged to apply, and only shortlisted candidates will be contacted.

“SOS Children’s Villages Rwanda/ International holds strict child safeguarding principles and a zero-tolerance policy for conducts of sexual harassment, exploitation and abuse in the workplace and other places where the organization’s activities are rendered. Parallel to technical competence, recruitment, selection and hiring decisions will give due emphasize to assessing candidates value congruence and thorough background checks, police clearance reference check processes”. 

Done in Kigali on 17th September 2026.

Jean Bosco KWIZERA

National Director