Complaints and Governance Officer

Job Title: Complaints and Governance Officer

Reporting to: Volunteer Experience Manager

Location: 12 Bloomsbury Square, Holborn, London (Hybrid – 2 days per week in the office)

Company Overview:

Ciarb is an independent, charitable membership organisation committed to supporting the effective resolution of disputes, often referred to as private or alternative dispute resolution (ADR). Ciarb champions all aspects of dispute resolution across arbitration, mediation and adjudication, setting robust ethical standards. Ciarb delivers global learning and networking opportunities, qualifications, mentorship, research and resources, events, and best practice guidance for its members and dispute resolution practitioners.

Job Overview:

Reporting to the Volunteer Experience Manager, this is an engaging, hands-on position that involves supporting the Head of Governance and Volunteer Manager across a broad range of responsibilities. A key part of the role is serving as the primary contact for individuals who wish to express concerns, seek advice, or gather information regarding the complaints handling process. This includes managing and responding to both formal and informal inquiries and complaints in accordance with approved procedures, as well as ensuring compliance with Ciarb Bye Laws and Regulations.

In addition, the role will provide governance support to branches, ensuring they operate in line with organisational policies and regulatory requirements. You will assist with governance documentation, reporting, and compliance monitoring, as well as contribute to guidance and training for branch officers.

The role also supports the Volunteer Manager in strengthening volunteer engagement, recruitment, and retention, and in coordinating communications and recognition initiatives. By working closely with both branches and volunteers, you will help foster a positive, well-supported membership environment.

Key Responsibilities:

Complaints:

• Handling and timely processing of complaints, including complex cases
• Conducting initial assessments of complaints as prescribed in the Disciplinary Rules under the supervision of the Head of Governance.
• Formation of Peer Review Panels and the Professional Conduct Committee to review complaints.
• Handling and dealing with contentious issues that may arise from handling some complaints
• Liaising with the Chair of the Professional Conduct Committee to update them on matters relating to complaints.
• Preparation of reports on new complaints in line with agreed procedures.
• Preparation of reports and meetings of the Professional Conduct Committee.
• Manage the Legal inbox in relation to complaints.

Branch Governance & Volunteers:

• Provide administrative and advisory support to branches on governance matters, ensuring compliance with organisational policies and procedures.
• Assist branches with governance documentation, reporting requirements, and adherence to constitutional or regulatory obligations.
• Support the Volunteer Experience Manager in coordinating volunteer engagement, communications, and recognition initiatives.
• Contribute to the development and delivery of training or guidance materials for branch officers and volunteers.
• Help monitor and track branch governance compliance, escalating issues where necessary.
• Work collaboratively with the Volunteer Manager to strengthen volunteer recruitment, onboarding, and retention processes.

Requirements:

• Previous experience providing administrative, governance support or handling complaints within a membership, charity, or not-for-profit organisation.
• Strong analytical, investigation, and problem-solving skills, with the ability to handle conflicting information.
• Excellent written and verbal communication skills; able to clearly communicate decisions, prepare reports, guidance, and correspondence.
• Strong organisational, planning, scheduling, coordination, and time-management skills; able to manage multiple priorities and deadlines.
• Attention to detail, confidentiality, and sensitivity in handling complaints.
• Strong listening, interpersonal, and relationship-building skills with colleagues, volunteers, and external stakeholders.
• Understanding of charity governance, legislation, and volunteer management practices.
• Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint), SharePoint, Teams, and confidence using databases or CRM systems.
• Ability to work independently and collaboratively within a team.
• Confident, proactive, and adaptable approach.

What's in it for you?

Contract: Permanent

Working Style: Full Time

Salary: £30,000 - £35,000 dependent on experience

Annual leave: 25 days per annum plus UK bank holidays

Sick pay: Enhanced company scheme subject to terms and conditions

My Free Time: We offer up to 12 additional wellbeing days a year

Pension: Generous Pension Scheme (from day 1 of joining)

Other Benefits:

• Employee Assistance Programme (EAP)
• Private Healthcare: Vitality Health
• Cycle-to-work scheme
• Season Ticket Loan
• Perkbox subscription (money-saving platform)

Successful candidates will be contacted in late October to arrange initial interviews.

Application Notes:

A covering letter of ideally one A4 page but no more than one along with your CV is required to complete your application.

See below to view guidance on constructing a cover letter.