Governance & Complaints Executive

3-Year Fixed-Term Contract

Overview

Our client, a respected national membership and professional standards organisation operating within the not-for-profit sector, is seeking to appoint a Governance & Complaints Executive to join its senior support team.

Reporting directly to the Deputy CEO, this role will be responsible for leading the organisation's governance, compliance, complaints management, and data protection functions. The successful candidate will play a key role in ensuring regulatory compliance, maintaining robust governance frameworks, supporting board and committee activities, and fostering a culture of accountability and best practice across the organisation.

This is an excellent opportunity for a governance or compliance professional seeking a varied role with significant responsibility and the opportunity to influence organisational standards and processes.

Key Responsibilities

Complaints Management

• Manage the organisation's complaints process, ensuring complaints are handled fairly, efficiently, and within defined timelines.
• Coordinate meetings and administrative support for the Complaints Committee, including reporting and follow-up actions.
• Assist in the ongoing review and enhancement of complaints policies, procedures, and associated documentation.
• Serve as the primary point of contact between staff, committee members, legal advisors, and external stakeholders on complaints matters.
• Respond to enquiries relating to complaints processes and procedures.
• Provide day-to-day supervision and support to the Administration Officer responsible for complaints administration.

Governance, Compliance & Data Protection

• Support the development and implementation of governance and compliance frameworks across the organisation.
• Liaise with external legal advisors on governance, regulatory, compliance, and complaints-related matters.
• Support the Board and relevant committees in fulfilling their governance obligations.
• Ensure ongoing compliance with relevant regulatory requirements, governance codes, and legislative obligations.
• Monitor governance and compliance risks and prepare reports for senior management, committees, and the Board.
• Act as the organisation's designated Data Protection Officer (DPO), ensuring GDPR compliance and best practice in data governance.
• Develop, review, and maintain governance, compliance, and data protection policies and procedures.
• Promote a culture of ethical practice, accountability, transparency, and compliance.
• Deliver training, guidance, and awareness initiatives on governance, compliance, and data protection matters.
• Contribute to organisational planning, reporting, and continuous improvement initiatives.
• Undertake additional duties as required to support organisational objectives.

Candidate Profile

Essential Requirements

• Relevant third-level qualification or equivalent professional qualification.
• Minimum of 3 years' experience in governance, compliance, regulatory affairs, risk management, or a related discipline.
• Experience managing staff or supervising team members.
• Proven project management and organisational skills, with the ability to manage multiple priorities.
• Strong understanding of governance principles, compliance frameworks, and regulatory obligations.
• Experience managing complaints processes or working in a regulated environment.
• Sound knowledge of GDPR and data protection requirements.
• Excellent written and verbal communication skills.
• Strong analytical, organisational, and problem-solving abilities.
• Ability to manage confidential and sensitive information with discretion.
• Proven stakeholder management and relationship-building skills.
• Ability to work independently, exercise sound judgement, and deliver results in a fast-paced environment.

Desirable Requirements

• Experience within a membership body, professional association, charity, or not-for-profit organisation.
• Knowledge of professional standards, ethics, or regulated environments.
• Formal Data Protection Officer (DPO) training and/or certification.
• Experience engaging with regulators, statutory bodies, or legal professionals.

What's on Offer

• Opportunity to join a highly respected national organisation.
• Varied and impactful role with significant responsibility.
• Exposure to senior leadership, board-level governance, and strategic projects.
• Supportive and collaborative working environment.
• 3-year fixed-term contract with strong professional development opportunities.