The Administrative Assistant is the operational backbone of the Community Engagement & Volunteerism unit, ensuring that every participant, school, partner and volunteer who interacts with the our Community Engagement activities, Leaders of Change (LOC) and Connect with Nature (CWN) programmes receives a timely, accurate and professional experience from first enquiry through to end of activity.

They will own the unit's enquiry channels (WhatsApp, email, CWN Instagram direct messages and the programme phone line) in English and Arabic, resolving routine requests directly and escalating in line with the unit's customer service SOPs and escalation map.
They will manage the end-to-end administration around each field trip and activity: pre-trip communications, school kits and teacher liaison, confirmation calls, carpooling links and attendance, permit applications, and post-trip follow-up including citizen science data entry, volunteer hour awarding and certificate generation.

They will create and maintain event pages, track and resolve issues through a dedicated glitch log, and keep programme records and Odoo up to date so that the unit's monitoring and evaluation (M&E), impact reporting and contributions to WWF network reporting rest on complete and reliable data.

They will also support the smooth running of the unit by taking meeting minutes and following up on action items. The Administrative Assistant should at all times maintain the positive image, brand and reputation of the organisation and ensure full compliance with its policies, procedures and data protection requirements.

Enquiry Handling & Customer Service (25%)

•    Manage the unit's enquiry channels for LOC and CWN: WhatsApp, email inbox, CWN Instagram direct messages and the programme phone line
•    Respond to enquiries in English and Arabic within agreed response times, using approved templates, FAQs and tone of voice
•    Resolve routine requests on bookings, eligibility, logistics and certificates directly; escalate complex, sensitive or safeguarding-related cases per the escalation map
•    Log enquiries, recurring questions and feedback, and suggest updates to FAQs, templates and SOPs
•    Coordinate with the Marketing & Engagement team on social media enquiries and brand-consistent messaging

Pre-Trip & Post-Trip Communication & Administration (45%)

•    Set up and manage programme WhatsApp groups, including group descriptions, joining links and pre-trip information
•    Draft, schedule and send LOC trip emails (confirmation, joining instructions, reminders and post-trip follow-up) in line with approved content
•    Prepare and dispatch school pre-trip kits and act as the day-to-day administrative liaison for teachers and school coordinators
•    Conduct school trip confirmation calls and confirm numbers, timings, consent and special requirements ahead of each trip
•    Manage carpooling links creation and communication.
•    Prepare attendance lists for field leads and reconcile actual attendance after each activity
•    Prepare and submit permit applications for field sites and activities within required lead times, and maintain a permit tracker
•    Award volunteer hours accurately and generate and issue participation certificates
•    Take meeting minutes for unit and partner meetings and follow up on action items through to closure

Event Pages & Glitch Tracking (10%)

•    Create, update and close event pages on the organisation's booking and digital platforms, ensuring accurate dates, capacity, descriptions and links
•    Log, track and manage issues through the glitch log, coordinating with relevant teams to resolve them and closing the loop with affected participants
•    Identify recurring issues and propose process or system improvements to the line manager

Record Keeping & Odoo Updates (20%)

•    Maintain accurate, up-to-date records of participants, schools, volunteers, activities and hours in Odoo and the unit's shared drives
•    Ensure activity records are complete to support M&E, impact reporting, the annual report and contributions to WWF network reporting
•    Maintain organised digital filing for permits, consent forms, attendance, certificates and correspondence
•    Handle personal data in line with organisational policies and applicable data protection requirements
•    Support the team with ad hoc administrative tasks and adoption of new digital tools

•    At least 2 years of experience in an administrative, executive assistant or programme coordination role

•    Demonstrated customer service experience, ideally handling enquiries across multiple channels (phone, email, WhatsApp, social media)

•    Experience coordinating events, school programmes, volunteer activities or similar is an advantage

•    Interest in nature conservation, sustainability or community engagement is an advantage

Education:

•    Diploma or Bachelor's degree in Business Administration, Communications or a relevant field

•    Excellent written and spoken English and Arabic

Skills

•    High attention to detail and accuracy, particularly with data, records and participant information
•    Strong customer service orientation: friendly, patient, professional and sensitive to the satisfaction of others
•    Excellent organisational and time management skills; able to manage multiple activities and deadlines in parallel and perform under pressure
•    Strong digital system competence: Microsoft 365 (Outlook, Excel, Word, Teams, SharePoint), CRM/ERP systems (Odoo preferred), online booking platforms, WhatsApp Business and Instagram
•    Clear, concise written communication in English and Arabic, including emails, messages and meeting minutes
•    Confident and courteous telephone manner
•    Proactive follow-through: chases actions to completion without needing reminders
•    Discretion and sound judgement in handling personal and sensitive information
•    Team player who is comfortable supporting field-based teams and occasional weekend or early-morning activities

WWF Focus: Acts as a member of EN-WWF, placing higher priority on EN-WWF’s goals than own goals and anticipating the effects of own area’s actions on others to ensure holistic EWS-WWF outcomes

External Orientation:
Looks outwards ensuring EN-WWF stays relevant, continues to anticipate and adapt to external environmental and global trends

Delivering Quality Outcomes:

Establishes stretch goals, plans, using best judgment and takes responsibility for planning to and delivering on outcomes

Building Working Relations:

Builds collaborative relationships through the understanding and development of other’s and own ideas

Communicating Effectively:

Uses appropriate means of communication to convey messages, seeks input from others and ensures understanding.

Building Working Relations:

People demonstrating this competency are effective in working with peers, partners and others who are not in the line of command, to positively impact organization performance

Value	Behaviours
Impact Driven	Results oriented and focused We passionately seek impactful solutions to overcome the planets greatest challenges Uses a science-based approach and applies facts, logic and professional knowledge to create impact, displaying a strong understanding of the issues Demonstrates focus, determination, efficiency and accountability Consistently delivers high-quality work
Integrity	Acts and communicates openly, constructively and ethically, and is sensitive to other people and cultures Treats others fairly and respects others points of view, creating an environment of trust Is consistent, honest and transparent in what one does and says Demonstrates self-awareness, manages own emotional response, and is aware of the impact of own behaviour on others Demonstrates professionalism and upholds a high regard for the reputation of the organization We live the principles and standards we call on others to meet, and hold each other accountable
Together We’re Stronger	Shows empathy, listens, asks questions and shows consideration and understanding for others Is approachable, empowers others, provides trust and mutual respect We remain optimistic, light-hearted and participates in celebrating success together Recognizes the value that each individual brings to the collective impact of the organization Embraces diversity and inclusion Speaking with one voice, unified by one mission, shared values and common priorities Seeks to build powerful and aligned networks with government, organizations and communities
Courage	Demonstrates perseverance and commitment to the Mission and Vision of the organization Acts with confidence and from a position of strength Takes measured risks and encourages action Inspires hope and optimism
Adaptable	Stays informed of external developments and trends and adapts accordingly Pursues avenues for continuous learning and development Stays open-minded, seeks innovative and creative solutions Flexible and open to change and others view-points, remains calm and confident during change Embraces feedback

 

Internal:

Community Engagement & Volunteerism team (LOC and CWN), Marketing & Engagement (digital and social media), Conservation, Finance, HR and IT

External:

Schools and teachers, programme participants and volunteers, corporate and community partners, permitting authorities and site managers, and transport and logistics providers

At Emirates Nature–WWF, we are committed to fostering an inclusive, diverse, and supportive workplace where people can thrive both professionally and personally. As an equal opportunity employer, we welcome applications from qualified candidates of all backgrounds and are dedicated to creating an environment built on respect, collaboration, and equal opportunity.

We are proud to be recognised as a Parent-Friendly Plus Employer, an accreditation endorsed by the Abu Dhabi Early Childhood Authority (ECA) and awarded under the patronage of His Highness Sheikh Mohamed bin Zayed Al Nahyan, President of the United Arab Emirates, in recognition of our commitment to family-friendly workplace practices and employee wellbeing.

Our employees are encouraged to contribute beyond the scope of their individual roles. As a collaborative organisation, all staff are expected to actively participate in organisational initiatives, events, and cross-functional activities that support Emirates Nature–WWF's mission, values, and strategic objectives, regardless of whether such activities fall directly within their primary job responsibilities.

Emirates Nature reserves the right to appoint a candidate prior this date.