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  • Posted: Sep 13, 2021
    Deadline: Sep 22, 2021
  • For over 35 years, the humanitarian aid organization SOLIDARITÉS INTERNATIONAL has been committed to providing aid in the event of conflict and natural disasters. Our mission is to provide aid as quickly and as efficiently as possible to endangered populations by meeting their vital needs: drinking water, food and shelter. After providing e...
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    Complaint Mechanism Officer

    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


    • 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):


    • 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.

    Method of Application


    • Candidates should open the application form, select Database Officer, fill the form and attach their CV and motivation letter.
    • This position is only open for the indigenes of Borno state.
    • The CV attached must be named with your first name and surname.
    Interested and qualified? Go to Solidarites International on to apply

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

  • Send your application

    View All Vacancies at Solidarites International Back To Home
Average Salary at Solidarites International
₦ 193K from 18 employees
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