CFM Officer

Company Name: Society for Health Extension and Development (SHED)

Location: Cox`s Bazar (Teknaf)

Job Type: Full-Time

Workplace Type: Full-time

Job ID: IJOB202674741

The Society for Health Extension and Development (SHED) , a national NGO dedicated to serving communities in Cox`s Bazar, is currently looking for experienced professionals. We invite applications from suitable candidates for the following position for implementing the “General Food Assistance Programme” supported by WFP at Camps of Teknaf Upazila in Cox’s Bazar District, up to December 31, 2026.

Reports to: Senior M&E and MIS Officer-GFA Programme Contract Duration Up to December 2026 Job Purpose The Complaint and Feedback Mechanism (CFM) Officer will lead the day-to-day management, monitoring, and improvement of the CFM under SHED’s GFA Programme. The position will ensure that beneficiaries and other stakeholders have safe, accessible, inclusive, and confidential channels to raise complaints, provide feedback, and seek information.

The CFM Officer will oversee Help Desk Assistants, ensure effective use of the existing Sugar CRM system, coordinate complaint resolution with relevant programme teams, analyze complaint trends, and provide timely, accurate reports to programme management and relevant stakeholders. The position will contribute to strengthening accountability to affected populations (AAP), safeguarding, transparency, and continuous programme improvement.

Key Responsibilities CFM System Management and Team Supervision

• Lead the day-to-day operation and continuous improvement of the CFM across GFA distribution points and other designated service locations.
• Supervise, guide, and support Help Desk Assistants to ensure professional, respectful, impartial, and timely handling of complaints and feedback.
• Ensure that complaint and feedback channels are accessible to women, men, older persons, persons with disabilities, and other potentially marginalized groups.
• Provide technical support and coaching to Help Desk Assistants on the existing SugER CRM system to ensure accurate data entry, tracking, updating, and closure of cases.
• Monitor the functionality of help desks and other established feedback channels and address operational challenges.
• Identify capacity gaps among CFM staff and organize coaching, mentoring, and on-the-job training as required.
• Ensure that beneficiaries understand available complaint channels, the complaint-handling process, and how to access information or seek assistance.

Complaint Management, Follow-up, and Escalation

• Ensure that complaints, feedback, suggestions, and requests for information are received, registered, categorized, and tracked systematically.
• Review cases in the SugER CRM system and follow up with relevant staff and programme teams to facilitate timely resolution.

Requirements

• Experience: 3+ years
• Education: bachelor of social science in sociology
• Skills: volunteer management, community engagement & outreach, capacity development, humanitarian crisis management, staff management

Last Date of Application: 11 November 2026