About the Role
Action Against Hunger | ACF Nigeria LTD/GTE is a global humanitarian organization committed to ending world hunger, saving the lives of malnourished children, and providing communities with access to safe water and sustainable solutions. We are currently seeking a dedicated and empathetic Accountability Officer to join our team in Abuja.
Key Responsibilities- Receive, record, and respond to incoming calls via the toll-free hotline with high professionalism and strict adherence to data protection regulations.
- Categorize, prioritize, and refer queries, feedback, and sensitive safeguarding complaints to relevant personnel and senior management as outlined in standard operating procedures.
- Supervise the lodging of all feedback, complaints, and responses in the feedback and complaints mechanism database across all channels.
- Follow up on referred cases to ensure timely resolution, document all actions taken, and maintain the feedback loop with complainants.
- Support the training of external stakeholders, community volunteers, and new staff members on accountability principles, humanitarian quality standards, and ACF core policies.
- Bachelor’s degree in Management, Social Research, Development Studies, or a related field.
- At least 2 years of professional experience in accountability, feedback, complaints, or learning activities within the NGO sector.
- Demonstrated knowledge of accountability systems, humanitarian standards, and complaint mechanisms in Nigeria.
- Fluency in English and essential local languages, particularly Hausa, Fulani, and Kanuri (both spoken and written).
- Exceptional interpersonal skills, including active listening, empathy, problem-solving, and a strong commitment to humanitarian principles.
- Competitive salary and comprehensive medical coverage in line with ACF Nigeria HR policies.
- Opportunities for professional growth and continuous capacity building in a globally recognized humanitarian organization.
- A collaborative and dynamic work environment dedicated to making a measurable impact on vulnerable communities.