Complaint Mechanism Officer at Solidarites International

Location: Maiduguri, Borno
Line Manager: Program Manager / Area MEAL Manager
Functional Manager: Field Coordinator

Goal / Purpose

• The Complaint Mechanism Officer will ensure coherent and timely response to feedbacks and complaints from project stakeholders.

Main Responsibilities
Management of Complaint Response Mechanism (CRM):

• Ensure that all information related to complaints is properly recorded and that the logbook is clean
• Follow proper implementation of CRM standard operating procedures and refer all cases to the appropriate focal point
• Ensure follow-up of all cases referred to the management team until the closure of the case
• Ensure proper archiving for future reference and submit timely complaints reports
• Participate in training field teams on CRM information plan

Ethic and Professional Practice:

• Display high commitment to confidentiality
• Address beneficiaries’ feedbacks and complaints in a professional manner and provide accurate information onSI programs and CRM

Reporting:

• Bring to light any difficulty linked to his or her activities, to the programs of Solidarités or security concerns
• Report any information or difficulty connected to his/her activity

Organizational Chart Position (Reporting and Functional Relationships):

• Line manager: Program Manager / Area MEAL Manager
• Line report(s) on base:
• Functional manager: Field Coordinator
• Functional report(s):

Profile
Education:

• Bachelor and /or graduate Degree in Social Sciences, International Development, Humanitarian Law or any other related field

Professional Experience:

• Minimum of 3 years’ experience in the humanitarian and/or development sector
• Minimum 1-year experience in accountability processes and management of a complaints mechanism
• Information management and systems expertise
• Good understanding and experience in protection and accountability mainstreaming
• Proficiency in MS Office
• Excellent communication skills and the ability to liaise with colleagues from different departments
• High flexibility
• Ability to take initiative
• Fluency in English, knowledge of Hausa and Kanuri highly desirable.

What We Offer

• Salary + Transport& housing contributions + social benefits (medical coverage, 24 days of Annual leaves per year, compassionate leaves, public holidays as announced by government, festive bonus, Life insurance - covering death and permanent disability), etc.