At First Quantum, we free the talent of our people by taking a very different approach which is underpinned by a very different, very definite culture – the “First Quantum Way”.
Working with us is not like working anywhere else, which is why we recruit people who will take a bolder, smarter approach to spot opportunities, solve problems and deliver results.
Our culture is all about encouraging you to think independently and to challenge convention to deliver the best result. That’s how we continue to achieve extraordinary things in extraordinary locations.
Job description:
Overall Job Purpose
The Community Relations Grievance Officer is a crucial link between an organization and the local community, managing and resolving complaints while fostering positive, transparent relationships.
The Grievance Community Officer will be responsible for managing, recording, investigating, and resolving community grievances in a transparent, timely, and culturally appropriate manner.
The officer will serve as the main point of contact between the company and local communities, ensuring that all complaints are handled fairly and that feedback loops are maintained. The position requires strong interpersonal skills, fluency in local languages, and a good understanding of local customs and social structures.
The officer will be responsible for receiving, investigating and preparing feedback letters for grievances.
Specific Job Responsibility
To act as the primary liaison for community members to raise complaints or concerns regarding the organization's operations or impact.
Analyse grievance trends and form databased opinions that shall facilitate risk reduction.
Create awareness and facilitate receipt points around the catchment area.
Receive, record, and acknowledge grievances or complaints from community members and other stakeholders.
Conduct preliminary assessments and investigations to determine the validity and seriousness of each grievance.
Ensure accurate documentation and timely entry of all grievances into the grievance management system or register.
Facilitate dialogue and mediation between affected parties where necessary to achieve amicable resolutions.
Knowledge of local customs and community expectations is highly desirable.
Follow up referred complaints with relevant departments and entities to ensure corrective action taken and feedback provided.
Prepare regular reports on grievance trends, resolutions, and community concerns for management and partners.
Support community engagement and sensitization activities related to grievance redress mechanisms.
Collaborate with internal departments (environment, HR, operations, etc.) to address issues raised by the community.
Maintain confidentiality and impartiality in all grievance-related matters.
Identify recurring issues and recommend strategies for systemic improvement or preventive measures.
Confirm that all grievance-handling procedures comply with relevant local and international laws, human rights standards, and internal company policies.
Perform any other duties as may be assigned by the supervisor related to community relations, stakeholder engagement, or social performance.
Job Specific Competencies
Strong communication and interpersonal abilities.
Ability to record grievances, assess and analyses.
A community liaison person knowledgeable of the Kalumbila (host) community
Good report writing and record-keeping skills.
Basic computer literacy (MS Word, Excel, email).
Conflict resolution and mediation skills.
Must be fluent in English both verbal and written and at least competent in any one of the local language commonly spoken in Kalumbila District (e.g., Kaonde or Lunda).
Key Job Attributes
Conflict resolution and mediation skills.
High integrity, honesty, and professionalism.
Empathetic and respectful toward local cultures and community dynamics.
Strong organizational and problem-solving skills.
Ability to work under pressure and manage sensitive information.
Team player with a proactive and results-oriented approach
Experience required to perform in this job
Minimum of 2–3 years’ experience in grievance handling, community engagement, or social performance roles, preferably in the mining, NGO, or Corporate sector.
2- 3 years’ Experience as a community liaison person with cultural understanding of the local context.
At least 2 years of experience in stakeholder engagement and reporting
Qualifications
Bachelor’s degree in Community Development, Public Administration, Law or any related field.
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