Accountability Officer (Abuja) at Action Against Hunger | ACF Nigeria LTD/GTE

Action Against Hunger Nigeria (ACF Nigeria) Ltd/Gte is currently recruiting an  Accountability Officer based in Abuja.  The role manages ACF’s toll-free, confidential feedback and complaints platform, ensuring beneficiaries, partners, and the public can safely share concerns, feedback, and information requests. The officer will handle all interactions with professionalism, confidentiality, and empathy while ensuring compliance with ACF accountability, safeguarding, and Humanitarian, Accountability and Partnership (HAP) standards. They will also support MEAL and Program teams by ensuring beneficiaries have access to the toll-free Feedback and Complaints Mechanism (FCM) channel.

Position Details

Reporting to: Deputy Head of Department - MEAL

Proposed start date: November 2026

Work location: Abuja, FCT

KEY RESPONSIBILITIES

Mission 1 : Management of established Accountability Call Center.

• Receive and respond to incoming calls via the toll-free hotline in a courteous and professional manner
• Ensure the queries of callers using setup hotline are answered while respecting ethical and professional behavior in accordance with the ACF standard operating procedures and HAP guidelines
• Ensure that all calls in the Call Management System are recorded with accurate details and unique reference numbers
• Categorize and prioritize calls according to urgency and type (feedback, complaint, safeguarding, inquiry). Ensure complaints are referred to relevant personnel within ACF, and all sensitive complaints (level 4) are referred to senior management, as per SOP
• Maintain strict confidentiality and adhere to data protection regulations
• Follow up on cases to ensure timely resolution and update callers on progress (Feedback loop)

Mission 2:   Ensure referrals and reporting of all feedback and complaints received

• Supervise the lodging of all feedback, complaints and response in the FCM database, coming from all channels
• Ensure complaints are closed within the appropriate timeframe
• Submit FCM specific project report for donor reporting when relevant
• Follow-up and receive weekly feedback, and case status progress related to the internal cases referred to the programs/projects. Ensure all documents and actions taken are documented, and feedback is given back to the complainant

 Mission 3: Capacity building on accountability to affected populations

• Where needed support the training of external stakeholders on accountability principles (vendors, community volunteers, health workers, etc.)
• Support training on accountability principles for newcomers within Action Against Hunger
• Support the building of staff awareness and commitment to ACF feedback and complaints mechanism, ensuring that all SOPs and ACF core policies are respected

Additional Responsibilities

• This job description is not intended to be all inclusive and the employee will also perform other related tasks as required and responsible for reporting and communication of progress and achievement of the specific assigned task
• Maintenance of high technical standards
• Conduct all duties in a professional manner following ACF Nigeria mission staff regulations, ACF mandate and charter including promotion of gender equality

Position Requirements:

• Bachelor’s degree in Management, Social Research, Development Studies, or a related field.
• At least 2 years of experience in accountability, feedback, complaints, or learning activities.
• Knowledge of accountability systems, feedback mechanisms, and humanitarian quality standards, with experience implementing complaints and feedback processes in Nigeria.
• Fluency in English and local languages, especially Hausa, Fulani, and Kanuri (spoken and written).
• Strong interpersonal skills, including empathy, active listening, problem-solving, cultural sensitivity, and confidentiality.
• Good computer, data management, communication, analytical, and report-writing skills.
• Previous NGO experience and a strong commitment to humanitarian and development principles, including ACF’s mission and values.