Centre for Social Accountability and Transparency (CSAT)
The Centre for Social Accountability and Transparency (CSAT) has embarked on the implementation of its new Strategic Plan (2025-2030). In response to the organisation’s evolving needs and growing demands, CSAT is inviting applications from suitably qualified and passionate individuals to fill newly created positions aimed at strengthening the delivery of its mission and strategic objectives.
Interested candidates are encouraged to apply for the advertised positions in accordance with the requirements outlined for each role.
Position Title: CSAT Toll-Free Line Operator (GS 5)
Reporting To: Director of Programmes and Policy
Duty Station: CSAT Head Office, Lilongwe
Job Purpose
Manage the CSAT toll-free accountability hotline by receiving, documenting, processing, referring, and following up on citizen complaints, enquiries, feedback, and whistleblower reports related to governance, public service delivery, corruption, and social accountability. Ensure all interactions are handled professionally, confidentially, and in line with CSAT policies.
Key Responsibilities
- Operate the SAT toll-free hotline and respond professionally to citizen enquiries.
- Register, document, and maintain accurate records of all cases using the case management system.
- Screen, categorize, refer, and track complaints to relevant programme staff and institutions.
- Conduct follow-ups and provide timely feedback to complainants.
- Maintain a secure hotline database and prepare daily, weekly, and monthly reports.
- Uphold confidentiality, safeguarding, whistleblower protection, and data protection standards.
- Educate citizens on their rights, public services, and accountability mechanisms while promoting use of the hotline.
- Maintain high customer service standards, quality assurance, and hotline equipment.
- Support outreach activities and perform other duties assigned by the supervisor.
Qualifications and Experience
- Diploma or Bachelors Degree in Communications studies, Administration, Social Sciences, Development Community Development, Law, Information Management, or a related field.
- At least 2 years’ experience in customer service, call centre operations, complaint handling, helpdesk, or citizen engagement.
- NGO or governance programme experience and knowledge of case management systems are an added advantage.
Core Competencies
- Excellent communication, customer service, and interpersonal skills.
- Strong interviewing, documentation, analytical, and problem-solving abilities.
- High integrity, confidentiality, empathy, and professionalism.
- Good organizational, time management, and report-writing skills.
- Fluency in English and Chichewa is required.
- Knowledge of Chiyao, Chitumbuka, Chisena, or Chitonga is an added advantage.
Interested candidates who meet the above requirements should submit a signed application letter, detailed Curriculum Vitae (CV), and copies of relevant academic and professional certificates to:
The Executive Director
Centre for Social Accountability and Transparency
Off Kaunda Road, Gouji Complex, Plot No. 44
P.O. Box X209
Lilongwe, MALAWI.
Closing Date: 20th July, 2026
Only shortlisted candidates will be contacted.
CSAT is an equal opportunity employer. Women and all qualified candidates from diverse background are strongly encouraged to apply