Community Grievance Officer

About the role

The Community Grievance Officer will lead the implementation and continuous improvement of the grievance mechanism for communities in Cabo Delgado, ensuring concerns are addressed promptly and transparently.

Key responsibilities

• Support the implementation and continuous improvement of the community grievance mechanism.
• Engage regularly with community stakeholders to identify, address and resolve concerns, requests and complaints.
• Communicate and follow‑up on agreed corrective and preventive actions for grievances.
• Maintain accurate grievance records in designated databases and reporting systems.
• Analyse grievance trends, risks and closure rates to contribute to reporting.
• Facilitate community meetings and awareness sessions on grievance procedures and available channels.
• Monitor the functionality, accessibility and effectiveness of grievance channels.
• Coordinate investigations with internal functions, contractors and external stakeholders, and track resolution actions.

Required profile

• Degree in socioeconomics, external affairs, law, sustainability or a related field.
• 5–8 years of relevant experience in community relations, grievance management or social performance.
• Proven leadership experience managing teams in complex operational environments.
• Experience working with government, community leaders, CSOs and vulnerable groups.
• Excellent written and verbal communication skills in English and Portuguese; local language knowledge is an advantage.
• Strong initiative, coordination, planning and organizational abilities.