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- Tasks: Support governance frameworks and manage the complaints process with a focus on customer service.
- Company: Join Nacro, a leading organisation dedicated to high standards of governance and community support.
- Benefits: Enjoy flexible working options, professional development opportunities, and a strong focus on wellbeing.
- Why this job: Make a meaningful impact while working in a supportive and inclusive environment.
- Qualifications: Previous experience in governance or EA roles, excellent attention to detail, and strong communication skills.
- Other info: This is a hybrid role with 35 hours per week plus 5 hours paid lunch.
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? 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.
Governance & Complaints Officer employer: Nacro
Contact Detail:
Nacro Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Governance & Complaints Officer
✨Tip Number 1
Familiarise yourself with Nacro's governance frameworks and recent initiatives. Understanding their current practices will help you demonstrate your knowledge during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Network with professionals in governance roles, especially those who have experience in the charity sector. Engaging with them can provide insights into the challenges they face and how you can position yourself as a solution.
✨Tip Number 3
Prepare to discuss specific examples of how you've handled complaints or governance issues in the past. Being able to articulate your problem-solving skills and attention to detail will set you apart from other candidates.
✨Tip Number 4
Research common compliance regulations relevant to the role. Showing that you are knowledgeable about legal and regulatory standards will demonstrate your commitment to upholding high governance standards.
We think you need these skills to ace Governance & Complaints Officer
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the key responsibilities and required skills for the Governance & Complaints Officer position. Tailor your application to highlight how your experience aligns with these requirements.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous experience in governance or administrative roles. Be specific about your achievements, such as successful management of meetings or handling complaints, to demonstrate your capability.
Showcase Attention to Detail: Given the importance of detail in this role, provide examples in your application that showcase your attention to detail. This could include instances where you successfully managed documentation or ensured compliance with regulations.
Craft a Compelling Cover Letter: Write a personalised cover letter that reflects your passion for governance and customer service. Use it to explain why you are a great fit for the role and how you can contribute to the organisation's goals.
How to prepare for a job interview at Nacro
✨Showcase Your Governance Knowledge
Make sure to brush up on governance frameworks and compliance standards relevant to the role. Be prepared to discuss your previous experience in governance or EA roles, highlighting specific examples where you ensured compliance or improved processes.
✨Demonstrate Attention to Detail
As a Governance & Complaints Officer, attention to detail is crucial. During the interview, provide examples of how you've successfully managed minute-taking or documentation in past roles. This will show that you understand the importance of accuracy in governance.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills, especially regarding handling complaints. Think of scenarios where you resolved issues effectively and be ready to explain your thought process and the outcomes.
✨Communicate Clearly and Confidently
Since the role involves liaising with trustees and managing complaints, strong communication skills are essential. Practice articulating your thoughts clearly and confidently, both in person and over the phone, to demonstrate your suitability for the position.
