The Role
Manages Action Against Hunger’s confidential toll-free feedback and complaints mechanism in Abuja. The role receives, records, categorizes, refers, and follows up on calls and cases; maintains confidentiality and data protection; prepares reports; supports accountability training; and ensures compliance with humanitarian, safeguarding, HAP, and organizational standards.
Summary Generated by Built In
Company Overview
Action Against Hunger is an international humanitarian organization committed to ending world hunger. For almost 45 years, across countries, we have been working to fight undernutrition and support communities affected by crisis across the globe.
We carry out innovative, lifesaving programs in Health, Nutrition, Water, Sanitation and Hygiene, Mental Health and Psychosocial Support, Food Security and Livelihoods, and Social Protection.
Action Against Hunger began operations in Nigeria in 2010 in response to the high rate of chronic malnutrition in Northern Nigeria, focusing on integrated programming. Action Against Hunger currently implements multi-sectoral humanitarian and development interventions in Northeast and Northwest Nigeria, funded by AFD, EU/ECHO, French Government, GAC, SIDA, US Government, and GIZ.
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.
Mission 2: Ensure referrals and reporting of all feedback and complaints received
Mission 3: Capacity building on accountability to affected populations
Additional Responsibilities
Position Requirements:
At Action Against Hunger, we foster a work culture that champions diversity, equity and inclusion. We are committed to creating an environment where every employee feels valued, respected, and empowered to thrive
Application Deadline:
Friday, 18 September, 2026 at 05:00 pm (Nigerian Time)
Important Notice:
Action Against Hunger does not charge any fee at any stage of the recruitment process – this includes application, interview, or processing fees.
Our Commitment:
We are dedicated to preventing all forms of unwanted behaviour in the workplace, including sexual harassment, exploitation and abuse, lack of integrity, and financial misconduct. We are equally committed to safeguarding the welfare of children, young people and adults. We prioritize hiring individuals who embody and uphold our core values.
Equal Opportunity Employer:
Action Against Hunger is an Equal Opportunity Employer. We do not discriminate based on race, colour, religion, gender, national origin, age, disability or genetic information.
Qualified women are strongly encouraged to apply.
Recruitment Process:
All shortlisted candidates will undergo thorough reference and background checks, and are expected to adhere to organizational standards and principles.
Employee Benefits Include (bot are not limited to):
Application Instructions:
All applicants MUST answer every question in the application form. Incomplete applications will not be considered.
Action Against Hunger is an international humanitarian organization committed to ending world hunger. For almost 45 years, across countries, we have been working to fight undernutrition and support communities affected by crisis across the globe.
We carry out innovative, lifesaving programs in Health, Nutrition, Water, Sanitation and Hygiene, Mental Health and Psychosocial Support, Food Security and Livelihoods, and Social Protection.
Action Against Hunger began operations in Nigeria in 2010 in response to the high rate of chronic malnutrition in Northern Nigeria, focusing on integrated programming. Action Against Hunger currently implements multi-sectoral humanitarian and development interventions in Northeast and Northwest Nigeria, funded by AFD, EU/ECHO, French Government, GAC, SIDA, US Government, and GIZ.
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.
At Action Against Hunger, we foster a work culture that champions diversity, equity and inclusion. We are committed to creating an environment where every employee feels valued, respected, and empowered to thrive
Application Deadline:
Friday, 18 September, 2026 at 05:00 pm (Nigerian Time)
Important Notice:
Action Against Hunger does not charge any fee at any stage of the recruitment process – this includes application, interview, or processing fees.
Our Commitment:
We are dedicated to preventing all forms of unwanted behaviour in the workplace, including sexual harassment, exploitation and abuse, lack of integrity, and financial misconduct. We are equally committed to safeguarding the welfare of children, young people and adults. We prioritize hiring individuals who embody and uphold our core values.
Equal Opportunity Employer:
Action Against Hunger is an Equal Opportunity Employer. We do not discriminate based on race, colour, religion, gender, national origin, age, disability or genetic information.
Qualified women are strongly encouraged to apply.
Recruitment Process:
All shortlisted candidates will undergo thorough reference and background checks, and are expected to adhere to organizational standards and principles.
Employee Benefits Include (bot are not limited to):
- 100% health care coverage
- Free and direct access to Talent Soft e-learning platform
- Maternity or Paternity leave
- Compassionate leave for a hospitalized child
- Creche facilities for babies
Application Instructions:
All applicants MUST answer every question in the application form. Incomplete applications will not be considered.
Skills Required
- Bachelor’s degree in Management, Social Research, Development Studies, or a related field
- At least two years of experience in accountability, feedback, complaints, or learning activities
- Knowledge of accountability systems, feedback mechanisms, and humanitarian quality standards
- 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 commitment to humanitarian and development principles
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The Company
What We Do
ACF International is an international humanitarian organisation dedicated to ending world hunger. It delivers nutrition, health, food‑security and livelihoods programs and provides emergency response, water, sanitation and logistics support in crisis-affected countries. ACF partners with local actors and donors to prevent and treat malnutrition, strengthen resilience and restore access to safe food and services.
