The Feedback and complaint mechanism officer is reportable to JACK Project Manager. The Feedback and complaint mechanism officer will spend some of his/her time to provinces for supporting the projects. The following items are the main responsibilities of Feedback and complaint mechanism officer:

5. Receive, register, and process each case based on the target in place.
5. Responsible for monitoring the activities, to make sure the activities are implemented as per the client’s requirement as well as looking after the complaint mechanism, accountability, and transparency.
5. See that the work is going as planned and according to the quality and design of the project.
5. Conduct focus group discussions in the communities as instructed to obtain qualitative information for the project activities – particularly among women.
5. Coordinate with the related government departments and get feedback related to the quality and achievement of the project.
5. Engage regularly with partner counterparts to receive feedback from the field.
5. Develop regular reports from the CFM systems, and a summary of cases for different audiences, respecting data protection policies in place.
5. Compile and update regular Complaints Response and Feedback Mechanism (CRFM) database when necessary.
5. Ensure that any feedback or complaint provided through the feedback hotline number is entered promptly into the Complaints and Feedback mechanism database and reported to the line manager.
5. Maintain a proper filing system for all the complaints and feedback with filling codes and maintain confidentiality.
5. Ensure good, professional, and courteous service to all callers.
5. Provide weekly reports regarding the feedback/complaints received.
5. Periodically check the filing of feedback/complaints in order to ensure compliance with the CFM standards and requirements.
6. Record and analyze data and produce monthly Complaint/feedback reports to the direct line manager

Qualifications:

• Bachelor’s Degree in Business Administration or Related Field.
• 2-3 years of experience in compliance or related field.
•  Must be able to read, write, and speak fluent English; fluent in host country languages.
• Prior work experience in a non-governmental organization (NGO) preferred.  
• Detailed instructions given for new activities or special assignments.
•  Provides recommendations for corrective actions regarding compliance issues.
• Identifies and recognizes routine or standard problems that have established precedent.
• Develops solutions to routine issues and refers non-standard question and more difficult
  problems to higher levels.
• Able to resolves basic issues related to internal policies and procedures.
• Able to manage time and workload to meet deadlines, objectives and work independently.

Other Skills:

• Ability to acquire, retrieve, and obtain information from different resources.
• Have the ability to work under pressure.
• Sound organizational skills and ability to prioritize and complete assignments on time.
• Good interpersonal and communication skills.
• Expert knowledge of the company and the relevant market
• Management experience