Accountability Officer Job in Abuja – Requirements & Application

Action Against Hunger Nigeria is recruiting for the position of Accountability Officer in Abuja, FCT. The full-time, mid-level role sits within the Monitoring, Evaluation, Accountability and Learning (MEAL) function and is focused on strengthening feedback, complaints and accountability systems for communities and other stakeholders.

The successful candidate will manage Action Against Hunger’s toll-free, confidential Feedback and Complaints Mechanism (FCM), ensuring that beneficiaries, partners and members of the public can safely provide feedback, raise concerns and request information.

The role requires strong communication, listening, case management and data management skills, as well as a commitment to humanitarian principles, safeguarding and accountability to affected populations.

About Action Against Hunger

Action Against Hunger is an international humanitarian organisation working to end hunger and address undernutrition and the effects of humanitarian crises. In Nigeria, the organisation has operated since 2010 and implements humanitarian and development programmes across multiple sectors, including health, nutrition, water, sanitation and hygiene, mental health and psychosocial support, food security and livelihoods, and social protection.

Key Responsibilities

The Accountability Officer will be responsible for managing and supporting Action Against Hunger’s accountability and feedback systems.

1. Manage the Accountability Call Centre

Key duties include:

• Receiving and responding to calls through the organisation’s toll-free accountability hotline.
• Responding to caller enquiries professionally, respectfully and confidentially.
• Recording calls accurately in the Call Management System and assigning unique reference numbers.
• Categorising and prioritising feedback, complaints, safeguarding concerns and information requests.
• Referring complaints to the appropriate personnel and escalating sensitive cases in line with established procedures.
• Maintaining confidentiality and complying with applicable data protection requirements.
• Following up on cases to support timely resolution and ensuring that callers receive appropriate feedback.

2. Manage Feedback, Complaints and Referrals

The successful candidate will also:

• Support the documentation of feedback and complaints received through different channels.
• Ensure complaints are addressed and closed within the required timeframe.
• Follow up on cases referred to programmes and projects.
• Maintain appropriate documentation of actions taken and case progress.
• Provide feedback to complainants and help close the feedback loop.
• Prepare relevant Feedback and Complaints Mechanism reports for donor reporting when required.

3. Support Accountability Training and Awareness

The role will contribute to strengthening accountability across Action Against Hunger by:

• Supporting training for external stakeholders, including vendors, community volunteers and health workers.
• Supporting accountability training for new staff.
• Promoting awareness of the organisation’s feedback and complaints mechanism.
• Supporting staff understanding and compliance with relevant accountability procedures and policies.

Requirements

Candidates applying for the Accountability Officer position should have:

• A 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.
• Experience implementing complaints and feedback processes in Nigeria.
• Fluency in English and relevant local languages, particularly Hausa, Fulani and Kanuri, both spoken and written.
• Strong interpersonal and communication skills.
• Empathy, active listening, problem-solving and cultural sensitivity.
• Ability to maintain confidentiality when handling sensitive information.
• Good computer, data management, analytical and report-writing skills.
• Previous experience working with an NGO and a demonstrated commitment to humanitarian and development principles.

Benefits

Action Against Hunger states that employee benefits include:

• 100% health care coverage
• Access to the Talent Soft e-learning platform
• Maternity or paternity leave
• Compassionate leave for a hospitalised child
• Creche facilities for babies

Who Should Apply?

This opportunity is suitable for professionals with experience in accountability, complaints and feedback management, MEAL, humanitarian programmes or related NGO functions who want to contribute to stronger accountability to affected populations.

Qualified women are strongly encouraged to apply..

Important: Action Against Hunger does not charge any fee at any stage of its recruitment process, including application, interviews or offers.