Feedback Officer

About the role

The Feedback Officer will serve as the primary point of contact for beneficiaries, communities and stakeholders to raise concerns and complaints about CRS projects in Benue and Plateau states, Nigeria. The role focuses on building capacity, monitoring performance against accountability standards, and ensuring transparent, confidential complaint handling.

Key responsibilities

• Ensure all project participants understand CRS’s FCRM SOP, accountability policies and related expectations.
• Develop and disseminate IEC materials in clear language, including for low‑literacy audiences.
• Facilitate awareness sessions on accountability in coordination with the Project Manager.
• Maintain records of awareness activities, including participant numbers and visual evidence.
• Design, maintain and continuously improve the Feedback Complaints and Response Mechanism (FCRM) to ensure safe, confidential access for beneficiaries.
• Develop standard talking points and FAQs in collaboration with the MEAL Coordinator and Project Manager.
• Monitor, log and track complaints, ensuring timely follow‑up and response.
• Analyse complaint trends (confidentially) to inform program improvements.
• Prepare monthly reports summarising feedback and lessons learned per location.
• Communicate complaints handling procedures and tools to participants, staff and partners.

Required profile

• Strong community relations and service orientation.
• Ability to maintain confidentiality and handle sensitive information.
• Experience working with NGOs or humanitarian projects in Nigeria.
• Excellent communication skills, both written and verbal.
• Capacity to design and adapt accountability mechanisms.

Required skills

What we offer

• Opportunity to contribute to impactful humanitarian projects.
• Professional development in accountability and community engagement.