Norwegian Refugee Council (NRC)

Complaints Feedback Mechanism Officer

Norwegian Refugee Council (NRC)

Job Description


Our Ideal Candidate

The purpose of the Complaints and Feedback Mechanism Officer (CFMO) is to oversee the operationalization of a Hotline CFM mechanism within the NRC Bangladesh office and to support a culture of accountability to the affected population through proper communication with them. The CFM Officer will ensure that clear, transparent rules for raising and processing complaints are followed and that complaints are recorded and addressed by relevant parts of the NRC Country Office within a reasonable timeframe. The CFM Officer will also ensure the given feedback from the community and root-level employees is relayed to proper colleagues to incorporate program adaptation for better impact.

Key Task and Responsibilities

Support the development of the operationalization of the NRC Bangladesh CFM system and Standard Operating Procedures (SOPs) Response to all the complaints/Feedback according to SOP (Standard Operating Procedures) Manage the Hotline – by triaging complaints/feedback received, addressing ‘basic’ requests for information or assistance, providing information where relevant to a Frequently Asked Questions (FAQ) sheet, transferring other complaints/feedback to relevant parts of NRC, and ensuring that complaints/feedback are responded to in a timely manner by the Country Office, specifically in relation to confidential complaints, follow up cases timely.  Manage the CFM database and produce weekly and monthly reports for the CFM Coordinator Work with program and support colleagues to develop and maintain the FAQ sheet Support conducting Community Engagement sessions. Support the CFM Coordinator to lead training and refresher sessions for program staff and volunteers to ensure they have the capacity and skills to deal with complaints at the field level Support the CFM Coordinator to support programme staff in identifying and addressing all ‘face-to-face complaints and feedback-related needs and formalizing feedback loops within programmes Support CC (Core Competency) specific activities to sensitize communities about the Complaints and Feedback Mechanism. Ensure inclusiveness (including Persons with disabilities, Minorities, and Vulnerable groups)       

Key Education and Skills Requirements

At least 1 year of experience in an international NGO preferably in an Emergency or post-conflict setting, beneficiary reception and/or counselling, CFM, or related field. Ability to present data and convey information clearly and concisely. Demonstrated ability to transfer knowledge to diverse audiences through formal and non-formal methods. Fluency in English (speaking, reading, writing), and other languages (Rohingya language) is an asset Computer skills, including MS Office (Word, Excel) Ability to receive and handle confidential and sensitive information (highly approachable, empathetic trustworthy, and confidential) Experience and ability to transfer knowledge. Knowledge of the context in Bangladesh, specifically within the Rohingya response Familiarity with NRC’s core competencies is an asset.

Additional Information 

We welcome applications from qualified and interested candidates, particularly local candidates, from the Cox’s Bazar area.  Candidates are encouraged to apply early, as applications may be screened prior to the vacancy deadline.

Contract period:  12 months (extendable)

Duty Station: Cox’s Bazar
Salary and Benefits:  Competitive salary and allowances as per NRC’s salary scale, Life and medical insurance, maternity leaves, and allowances, festival bonus, annual and others leave, etc.

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