Complaint Mechanism Officer at Solidarites International

Solidarites International (SI) is an organization that provides aid and assistance to victims of war or natural disaster.

Complaint Mechanism Officer at Solidarites International 1

Job Title: Complaint Mechanism Officer

Location: Maiduguri, Borno

Job Description:

  • 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.


Job Features

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