Islamic Relief Worldwide (IRW) is a faith-based humanitarian relief and development organisation working to save and transform the lives of some of the world’s most vulnerable people.  Established in 1984, with an active presence in over 45 countries, we strive to make the world a better and fairer place for those affected by poverty, conflict and natural disasters. IRW’s Internal Audit Division is recruiting for the position of ‘Senior Complaints Administrator’ to join its dynamic team. The role is to be based anywhere globally, where the organisation has a country office. Role purpose To provide an oversight to the Head of Audit and Investigations of the complaints environment, insight and reporting duties to inform senior management. To facilitate the efficient and effective handling of complaints (including whistleblowing) process through receipt, communication, triage and allocation of cases appropriately, manage ongoing concerns raised by complainants and closure of the case. To facilitate the transition to case handlers through activities, meeting arrangements, ‘splitting’ and other activities. To help the complaints administrator resolve cases. The successful candidate must have:

• A degree in a relevant qualification suited to the wide remit of the role
• Strong analytical and problem-solving skills, with the ability to think creatively and laterally, to overcome challenges.
• Strong organisation skills and attention to detail to ensure high quality in one’s work.
• Ability to prioritise and work efficiently under pressure and subject to changing priorities; proven experience of managing multiple projects, meeting deadlines, and using judgment and initiative in problem resolution.
• Excellent communication (verbal & written) and interpersonal skills. Excellent written and spoken English in particular
• Excellent levels of computer literacy including Microsoft Office applications
• Experience in complaints handling, resolution or customer facing role
• Proven record of excellent people and interpersonal skills with strong communication skills at individual and group levels. This includes ability to engage within a multicultural environment
• Previous experience of working within humanitarian and development (third) sector is an advantage.
• Demonstrates the flexibility and energy that is required for a high level of self-management and awareness
• Substantial experience in managing relationships and challenging situations
• Ability to respond to a dynamic and changing environment.

For more information, please click on the Documents tab above to view the full Job Description. If you are talented, reliable, service-minded, resilient and a highly motivated professional looking for a meaningful career, with a strong commitment to IRW’s mission and values of sincerity, excellence, compassion, social justice and custodianship, please apply by completing our online application form. For more information on the excellent company benefits we offer our employees, please visit our website. PLEASE NOTE: Interviews are expected to take place on an ongoing basis until a suitable appointment is made. We therefore may close the advert sooner than the advertised date. Pre-employment Checks: Any employment with Islamic Relief will be subject to the following checks:

• screening clearance
• proof of eligibility to live and work within the UK (If applicable)
• receipt of satisfactory references

Please note, for UK-based roles, we are only able to accept applications from candidates who are eligible to work in the UK. We are unable to progress applications which would require sponsorship. Our values and commitment to safeguarding IRW is committed to preventing any type of unwanted behaviour at work including sexual harassment, exploitation and abuse, lack of integrity and financial misconduct; and committed to promoting the welfare of children, young people, adults and beneficiaries with whom IRW engages. IRW expects all staff and volunteers to share this commitment through our code of conduct. We place a high priority on ensuring that only those who share and demonstrate our values are recruited to work for us. The post holder will undertake the appropriate level of training and is responsible for ensuring that they understand and work within the safeguarding policies of the organisation. All offers of employment will be subject to satisfactory references and appropriate screening checks, which can include criminal records checks. IRW also participates in the Inter Agency Misconduct Disclosure Scheme. In line with this Scheme, we will request information from job applicants’ previous employers about any findings of sexual exploitation, sexual abuse and/or sexual harassment during employment, or incidents under investigation when the applicant left employment. By submitting an application, the job applicant confirms their understanding of these recruitment procedures. Islamic Relief is an equal opportunities employer