Feedback and Complaint Officer

Médecins Sans Frontières is recruiting a Feedback and Complaint Officer for its Amman office. This internal and external vacancy is a three-month fixed-term, full-time contract.

Responsibilities

• Receive feedback and complaints from beneficiaries, community members, staff and partners through telephone, email and WhatsApp while respecting dignity, privacy and non-discrimination.
• Explain reporting channels, document and classify complaints, refer cases to the appropriate teams and follow up confidentially.
• Maintain accurate, secure records, compile statistics and prepare reports highlighting trends for coordinators and management.
• Apply MSF principles and safeguarding practices when responding to sensitive cases.

Requirements

• Secondary education is required; a degree in psychosocial sciences or a related discipline is an asset.
• At least six months implementing complaints and feedback mechanisms, with experience handling confidential or sensitive information.
• Experience concerning abuse, safeguarding or crisis intervention; monitoring, evaluation, accountability and learning experience is strongly preferred.
• Native Arabic and fluent written and spoken English.
• Good Microsoft Office skills, active listening, communication, reporting, stress management and confidentiality.

Application

Submit an English application including your CV through Akhtaboot by 17 November 2026. Selected applicants undergo reference checks; candidates meeting requirements will be contacted by email.