Governance & Complaints Officer

Location: Hybrid with Flexible Working Options

Salary: £35,235 per annum

Hours: 35 hours per week (+5 hours paid lunch)

Contract: Full Permanent

Are you passionate about ensuring high standards of governance and excellent customer service? Do you have an eye for detail and if so, we have an exciting opportunity for a Governance & Complaints Officer to join our team!

About the Role:

As a Governance & Complaints Officer, you will be working closely with and supporting Nacro’s board of trustees and play a key role in upholding the highest standards of governance across our organisation. You will oversee and coordinate governance meetings, ensuring compliance with internal policies and regulatory requirements. Additionally, you will manage the complaints process, providing a fair, efficient, and customer-focused service.

Key Responsibilities:

• Support our governance frameworks, including scheduling and minuting meetings, record keeping and governance documentation.
• Ensure compliance with legal, regulatory, and best practice standards across all governance activities.
• Manage the end-to-end complaints process, from initial receipt to resolution, ensuring timely and effective handling of cases.
• Produce reports, insights, and trend analysis on complaints for senior management and the board.

We are looking for people who have:

• Previous experience in a governance or EA role.
• Experience of minute taking
• Excellent attention to detail
• Excellent organisational skills
• Excellent communication and problem-solving skills
• Confident phone manner

Why Join Us?

We offer a supportive and inclusive working environment where your voice is heard. You will have the opportunity to make a meaningful impact, helping shape the way we operate and serve our stakeholders. We also provide:

• Flexible working arrangements
• Opportunities for professional development
• A strong focus on wellbeing and work-life balance

Ready to make a difference?
Apply today

Job Types: Full-time, Permanent

Pay: £35,235.00 per year

Benefits:

• Casual dress
• Company pension

Schedule:

• Monday to Friday

Work Location: Hybrid remote in London EC2M 4WD

Reference ID: DS3435