About Trees for the Future

WHO WE ARE

At Trees for the Future (TREES), we believe farmers have the power to transform the world. For over 30 years, we’ve been a global leader in agroforestry, partnering with small-holder farming families to build vibrant economies, sustainable food systems, and thriving ecosystems. Through our proven nature-based solution, farmers restore their land, plant thousands of trees, sequester carbon, and diversify their farming enterprises, breaking cycles of climate change, and generational poverty. By reclaiming their agency and expanding their skills and market connections, farmers are creating new possibilities for their families, communities, and the environment. We’ve worked all around the world and are currently active in Kenya, Tanzania, and Uganda. TREES has planted over 420 million trees to date, restored more than 40,000 hectares of land and partnered with more than 60,000 farmers and their families. Joining our passionate, collaborative team means empowering farmers to lead lasting change for people and the planet.

In Kenya, we are transforming landscapes and livelihoods across the Lake Victoria Watershed in three key regions. With over 160 staff working on the ground, we collaborate with more than 20,000 farmers to implement the Forest Garden Approach. This initiative, in partnership with Component Earth, is Carbon Market Verified, allowing farmers to benefit from carbon financing while restoring their land.

Learn more at trees.org/lvcarbon..

THE ROLE 

The Farmer Contact Centre Agent (FCCA) is a key member of the C.A.R.E (Community Advocacy Relationships and Engagement) Department at TREES.  The Farmer Contact Centre Agent proactively and reactively engages with farmers, field staff, lead farmers, and Grievance Focal Points (GFPs), recording questions, comments, concerns, feedback, and grievances. Using our contact center database, the FCCA is responsible for tracking each farmer issue assigned to them, proactively following up where necessary, coordinating with internal and external stakeholders, and ensuring each issue is solved in a timely manner. 

RESPONSIBILITIES 

1. Farmer Interaction

• Interact directly with farmers, lead farmers, and grievance focal points primarily via the call center but also through field visits when necessary

• Proactively engage farmers through outgoing calls, SMS, and other approved communication channels to share information, provide updates, gather feedback, and follow up on issues.

• Communicate complex topics in ways that are accessible to farmers 

• Build positive relationships with lead farmers and GFPs

• Create a welcoming environment where farmers feel comfortable raising concerns, giving feedback, and reporting grievances

• Respond to farmer enquiries and interactions in a timely, professional, respectful, and empathetic manner.

1. Issue Resolution

• Ensure issues are correctly recorded and that any hardcopy records (such as those from GFPs) are digitized consistently

• Take full responsibility for moving issues from step to step, to ensure they are resolved in a timely manner

• Work with other departments and external stakeholders, when needed, to ensure issues are resolved

• Keep farmers informed of the progress and outcome of their reported issues and confirm resolution where appropriate.

• Escalate issues when warranted to the C.A.R.E manager

1. Records and Data

• Accurately record farmer issues, keep records updated, and take full ownership for the quality of farmer and issue data

• Ensure all interactions and follow-ups are accurately documented in the relevant systems.

• Identify insights and trends, recurring concerns, and areas of farmer confusion and share with relevant teams and escalate concerning patterns to C.A.R.E manager.

• Ensure complete confidentiality of farmer information, reports and grievances.

WHO YOU ARE

• An enthusiastic advocate for TREES’ mission and values. You are passionate about improving livelihoods through agroforestry. You center farmers in every decision, ensuring projects drive real impact for communities and the environment.

• A problem solver who owns your work. You overcome obstacles in your work by identifying them, adapting to new information, and proactively devising solutions. You take action and hold yourself accountable based on set goals.

• Adaptive to new working environments.  You are able to quickly adapt to new working environments, sometimes in difficult terrains.

• Self-driven.  Able to plan and execute tasks without close supervision. Motivated by results.

• Good planning and analytical skills.  You will need to make independent. judgement and structure your plan to fit into flexible farmer programs.

• Team Player.  You will be one in a team each contributing to the overall goal.

REQUIREMENTS

• Undergraduate degree 

• Strong verbal communication skills and active listening skills

• Experience working with smallholder farmers an advantage but not required

• Experience working in a call center is an advantage but not required

• Working proficiency in MS applications, especially Word, Excel and Power Point and ability to navigate smartphone applications

• Fluency in spoken and written Kiswahili, Dholuo, and English

• Ability and interest to study, understand, apply, and continuously learn about all aspects of Trees for the Future’s program, Forest Gardens and farm context 

• A strong belief in a positive culture, in alignment with our core values

• Strong attention to detail.

• Professional and trustworthy, with the ability to maintain confidentiality and handle sensitive farmer information, complaints, and grievances with discretion.

• Ability to confidently engage with farmers proactively through available communication channels

WORK ENVIRONMENT AND BENEFITS 

TREES is an International Organization that strives to be the best home for staff wanting to make an impact on the farmers we serve. We believe that the diversity of our staff contributes to excellence. TREES values collaboration and teamwork that fosters increased engagement and innovation for professional growth. 

We offer a multicultural, collegial work environment with a competitive salary, comprehensive medical insurance, workers' compensation, and substantial paid time off, including annual leave and sick leave.

APPLY

If this opportunity speaks to you, please apply with; 

1. A cover letter that explains why TREES’ work excites you and why this role is a fit for you

1. Your resume

Ensure both documents are shared as PDF or Word documents. We review applications on a rolling basis. 

Trees for the Future is an equal-opportunity employer. We do not discriminate on the basis of race, color, ethnicity, religion, sex, gender, gender identity and expression, sexual orientation, national origin, disability, age, marital status, veteran status, pregnancy, parental status, genetic information, or other characteristics or any other basis prohibited by applicable law. 

We embrace and value diverse skill sets and backgrounds. We are a community of leaders who are proud to represent many different national, racial, ethnic, socio-economic, religious, gender, and other identities. Our diversity as a community is our strength, driving our ability to be empathetic, visionary, and effective leaders.

Due to the high volume of applications received, only those selected for an interview will be contacted.