Accountability Officer – Abuja

ABOUT ACTION AGAINST HUNGER

Action Against Hunger is an international humanitarian organisation working to prevent and treat hunger and malnutrition while supporting communities affected by crisis. Its programmes in Nigeria cover nutrition, health, WASH, food security, livelihoods, protection and related humanitarian interventions.

JOB SUMMARY

The Accountability Officer will manage Action Against Hunger’s confidential toll-free feedback and complaints platform in Abuja. The role ensures beneficiaries, partners and members of the public can safely submit feedback, complaints and requests for information while maintaining confidentiality, safeguarding standards and appropriate case follow-up.

📍 Location: Abuja, FCT

📅 Deadline: 18 September 2026 at 5:00 PM

💰 Salary: Not specified

Employment Type: Full-time

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KEY RESPONSIBILITIES

• Receive and respond professionally to calls through the toll-free accountability hotline.

• Record feedback and complaints accurately in the Call Management System and assign appropriate reference numbers.

• Categorise and prioritise feedback, complaints, safeguarding concerns and information requests.

• Refer cases to the appropriate ACF teams and escalate sensitive complaints according to established procedures.

• Maintain confidentiality and comply with data-protection and safeguarding requirements.

• Follow up referred cases and ensure complainants receive appropriate feedback on case progress and resolution.

• Maintain and update the Feedback and Complaints Mechanism database.

• Support donor and project reporting on accountability and feedback cases.

• Support training of staff, community volunteers, health workers, vendors and other stakeholders on accountability principles.

QUALIFICATIONS AND EXPERIENCE

• Bachelor’s degree in Management, Social Research, Development Studies or a related field.

• At least two years of experience in accountability, complaints, feedback or learning-related activities.

• Knowledge of humanitarian accountability systems and feedback mechanisms.

• Experience implementing complaints and feedback processes in Nigeria.

• Fluency in English and relevant local languages; Hausa, Fulani and Kanuri are particularly useful.

• Strong listening, empathy, confidentiality, problem-solving and interpersonal skills.

• Good computer, data-management, analytical, reporting and communication skills.

HOW TO APPLY

Interested and qualified candidates should complete the official Action Against Hunger online application and provide all requested information and supporting documents.

Applications must be submitted by 5:00 PM Nigerian Time on 18 September 2026.