Job Summary
The Governance & Complaints Executive will play a key role in ensuring the organisation meets its governance, regulatory, compliance, and data protection obligations. Reporting to the Deputy CEO, the successful candidate will be responsible for overseeing complaints management, governance frameworks, regulatory compliance, and data protection practices across the organisation.
This position requires a highly organised and detail-oriented professional who can ensure compliance with legal, regulatory, and ethical standards while supporting effective organisational governance. The role also includes responsibility for acting as the organisation's Data Protection Officer (DPO), liaising with legal advisors, and line managing the Administration Officer who supports complaints and compliance administration.
This is a 3 year contract position
Key Responsibilities
Complaints Management
The successful candidate will:
- Manage the organisation's complaints process, ensuring all complaints are handled effectively, fairly, and within agreed timeframes.
- Support the Complaints Committee through meeting coordination, administration, reporting, and follow-up actions.
- Assist the Complaints Committee in reviewing, updating, and maintaining complaints procedures and related documentation.
- Act as the primary staff liaison for the Complaints Committee, including engagement with external committee members and legal advisors.
- Respond to telephone and email enquiries relating to complaints matters as required.
- Line manage the Administration Officer assigned to support complaints administration.
Governance, Compliance & Data Protection
The successful candidate will:
- Liaise with legal advisors on complaints, governance, regulatory, and compliance matters.
- Support the Board and relevant committees in fulfilling their governance responsibilities.
- Ensure organisational compliance with Charity Regulator requirements, governance codes, and relevant legislation.
- Monitor, maintain, and strengthen organisational governance and compliance frameworks.
- Act as the organisation's Data Protection Officer (DPO), ensuring compliance with GDPR and best practice in data governance.
- Develop, review, and update governance, compliance, and data protection policies and procedures.
- Monitor compliance risks and prepare reports for management, committees, and the Board as required.
- Promote a culture of ethical practice, accountability, and compliance throughout the organisation.
- Deliver training and guidance to staff on governance, compliance, and data protection matters.
- Contribute to organisational planning, reporting, and continuous improvement initiatives.
- Undertake any other duties reasonably assigned by the Deputy CEO.