Accountability Officer (Abuja)

Nigeria·Abujamid

OtherOfficer

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Quick Summary

Key Responsibilities

Management of established Accountability Call Center.

Requirements Summary

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.

Technical Tools

OtherOfficer

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.

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):