MLC Partners are working with a respected national membership organisation to recruit an experienced Complaints Manager to take ownership of its formal disputes and disciplinary complaints function.
This is a pivotal role for a professional with a strong background in complaints casework, governance, safeguarding, and procedural fairness, who is confident managing sensitive matters with discretion and neutrality.
This a permanent, remote working position that offers the opportunity to work at the centre of an established organisational framework, supporting volunteer committees and senior stakeholders in ensuring complaints are handled promptly, fairly, and in line with policy.
Key Responsibilities:
*Lead the day-to-day coordination of a national complaints and disciplinary process
*Ensure cases are managed professionally, impartially, and within agreed timeframes
*Prepare case files, oversee hearings, and support disciplinary and appeals committees
*Maintain accurate records of decisions, sanctions, and outcomes
*Identify trends and provide reporting to senior governance leadership
*Embed best practice across complaints handling, safeguarding, and confidentiality
*Develop training and induction programmes for committee members and governance staff
Essential criteria:
*Proven experience managing formal complaints, disciplinary, grievance, or governance processes
*Strong understanding of natural justice, fairness, and confidentiality
*Working knowledge of safeguarding and data protection legislation
*Ability to exercise sound judgement and escalate risk appropriately
*Excellent organisational skills and attention to detail in complex case environments
*Confidence engaging with senior stakeholders, volunteers, and committees
Experience within a membership or values-led organisation would be advantageous.
*Permanent position
*Home-based, with occasional travel required
*Full-time (35 hours per week)
*Salary: £45,173 – £53,511
Applications are being reviewed constantly, so apply now. For a confidential discussion or further details, please reach out to Annabelle at MLC Partners.