Complain Response & Feedback Mechanism Attendant at Lindii Peace Foundation (LPF)
Lindii Peace Foundation (LPF) is a Non-Profit and Non-governmental Organization in Nigeria which was registered as a corporate body with the Corporate Affairs Commission on the Eleventh (11th) day of July, 2014.
Job Purpose
CRM Attendant will serve as a community-level point of contact for receiving and responding to questions, feedback, complaints, concerns, and requests for information from community members.
- The role will support LPF\'s commitment to accountability to affected populations by ensuring that community members have access to accurate information about programme activities and can safely provide feedback through established channels.
- The Help Desk will also support appropriate referral and escalation of issues that cannot be resolved at the community level.
Key Responsibilities
Operate the designated community feedback/help desk during agreed working hours.
Receive community questions, feedback, complaints, concerns, and requests for information in a respectful and professional manner.
- Provide accurate and clear information to community members regarding LPF activities, services, processes, and available feedback channels.
- Listen to community members and document their feedback and concerns accurately using approved tools.
- Provide appropriate responses to simple enquiries within the scope of the role.
- Refer complaints, requests, protection concerns, safeguarding issues, and other matters requiring further action to the appropriate staff or reporting mechanism.
- Maintain confidentiality when handling complaints, feedback, and personal information.
- Support community members who may require assistance in accessing established complaint and feedback mechanisms.
- Conduct basic community outreach and sensitization on the availability and use of LPF\'s feedback and complaints mechanisms.
- Inform community members about their rights, entitlements, programme information, and available channels for raising concerns.
- Identify frequently raised questions, recurring complaints, and emerging community concerns and report them to the supervisor.
- Maintain accurate records of feedback, complaints, enquiries, referrals, and resolutions in accordance with approved procedures.
- Follow up on referred issues where required and communicate updates to community members through approved channels.
- Support community meetings, consultations, and awareness activities when required.
- Ensure that feedback mechanisms are accessible and inclusive to women, men, children, older persons, persons with disabilities, and other vulnerable groups.
- Immediately refer safeguarding, PSEA, protection, security, fraud, exploitation, abuse, or other serious concerns through the appropriate established reporting channels.
- Adhere to LPF\'s Code of Conduct, safeguarding, PSEA, accountability, confidentiality, and data protection requirements at all times.
Perform other related duties as assigned by the supervisor.
Qualifications and Experience
Minimum of Secondary School Certificate (SSCE).
Previous experience in customer service, community engagement, help desk operations, information management, community mobilization, or a similar role is an advantage.
- Previous experience working with an NGO, humanitarian organization, community-based organization, or public service institution is an advantage.
- Good communication and interpersonal skills.
- Ability to listen attentively and interact respectfully with people from different backgrounds.
- Ability to communicate effectively in relevant local languages spoken in the target communities.
- Ability to maintain confidentiality when handling sensitive information.
- Basic ability to read, write, and maintain simple records.
- Basic computer skills are an advantage.
- Ability to work respectfully and patiently with community members, including vulnerable persons.
- Willingness to work within communities and assigned field locations.
Key Competencies
- Good communication and active listening
- Community engagement
- Customer service and interpersonal skills
- Feedback and complaints handling
- Confidentiality and discretion
- Accurate record keeping
- Respect and empathy
- Problem-solving and referral
- Cultural sensitivity
- Teamwork
- Integrity and professionalism
- Commitment to safeguarding and humanitarian principles
Qualification:
- Secondary School (SSCE)
Location:
- Adamawa, Borno, Sokoto & Zamfara
Deadline: Sept 4 2026
How to Apply
Interested applicant can apply via this link
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