Community Grievance Coordinator

About the role

The Community Grievance Coordinator will lead the design, implementation and continuous improvement of the community grievance management system for a major project in Cabo Delgado, Mozambique. This role ensures that grievance processes are transparent, accessible and aligned with project commitments and stakeholder expectations.

Key responsibilities

• Lead implementation and improvement of community grievance processes, supervising officers and field teams to ensure consistency across project functions.
• Drive performance monitoring, data analysis, reporting and strategic enhancements of the grievance mechanism.
• Promote awareness and effective use of the grievance system among contractors, government authorities, affected communities and NGOs.
• Supervise, mentor and provide technical guidance to Community Grievance Officers, including capacity‑building and professional development.
• Maintain accurate grievance records in designated information‑management systems, ensuring data integrity and timely reporting.
• Engage with community stakeholders, develop outreach plans and manage communication of grievance outcomes.
• Oversee grievance investigations, coordinate with internal functions, contractors and external parties, and manage high‑risk cases.
• Monitor contractor compliance with grievance requirements and align practices with neighboring operators.
• Analyze grievance trends, prepare regular management reports and support internal/external audits.

Required profile

• Degree in socio‑economics, external affairs, law, sustainability or a related field.
• 5–8 years of 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; knowledge of local languages (Swahili, Kimwane, Makonde or Makua) is an advantage.
• Strong initiative, coordination, planning and organizational abilities.