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Grievance Officer - Meru Speaking (Nanyuki)
BrighterMonday Consulting
Kenya 🇰🇪 Kenya
Posted 7 days ago (17 Sep 2026) Updated about 3 hours ago
Job Description
The Grievance Officer manages the company’s grievance mechanisms for employees, contractors, unions and surrounding communities. Responsibilities include receiving, assessing, investigating and resolving complaints in line with Kenyan law and UNGP standards. The role also prepares reports, monitors trends and recommends improvements to prevent future issues.
Qualifications & Requirements
- • Bachelor’s degree in law, labour relations, dispute resolution, human resources, social sciences or a related field
- • 2–3 years of practical experience in grievance handling, investigations or labour relations
- • Demonstrated ability to handle sensitive matters with discretion
- • Strong knowledge of international human‑rights frameworks and labour standards
- • High ethical standards and cultural sensitivity
- • Experience working with unionised environments, seasonal labour or community‑facing operations
- • Training in mediation, alternative dispute resolution or human‑rights due diligence
- • Experience with ESG audits, donor or lender standards, or social audit certifications
Required Skills
Responsibilities
- • Receive and log grievances from workers, unions, contractors and community members through confidential channels
- • Assess grievances for urgency, risk and rights impact and determine appropriate resolution pathways
- • Maintain a grievance register and track cases from receipt to closure
- • Conduct impartial investigations, including interviews, site inspections and document review
- • Engage complainants, supervisors, union officials and community leaders to facilitate dialogue‑based resolution
- • Facilitate fair and culturally appropriate resolutions such as mediation, corrective actions or settlements
- • Recommend and monitor implementation of remedies to restore trust and prevent recurrence
- • Communicate findings and outcomes clearly to complainants
- • Manage appeals and escalate unresolved or systemic issues as needed
- • Analyse grievance trends and prepare actionable reports for management and ESG disclosure
- • Ensure compliance with Kenyan law, collective bargaining agreements, company policy and UNGP Principle 31
- • Use grievance insights to improve supervision, contractor management and community engagement