Senior Case Manager

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Senior Complaints Case Manager - Code of Conduct and Ethics

Up to 12 months fixed-term contract (maternity cover)

Full-time (35 hours per week) Wimbledon (flexible and hybrid working)

We’ve been championing better work and working lives for over 100 years. We help organisations thrive by focusing on their people, supporting our economies and societies. We’re the professional body for HR, L&D, OD and all people professionals – experts in people, work and change. With over 160,000 members globally – and a growing community using our research, insights and learning – we give trusted advice and offer independent thought leadership.

And we are a leading voice in the call for good work that creates value for everyone.

There has never been a more interesting or important time to join us. We offer an inclusive and stimulating culture and a wide range of professional development opportunities, as well as excellent benefits such as 28 days’ holiday with an option to buy and sell days, £125 personal development allowance, access to an award winning pension scheme and a commitment to wellbeing including a cashback health scheme.

As a Senior Complaints Case Manager, you will lead the Code Complaints team to effectively deal with professional membership misconduct complaints and related investigations and conduct hearings in accordance with CIPD Regulations.

• Managing and overseeing a varied caseload of serious, complex and sensitive complaints raised against CIPD members. This includes: initial review of complaints and evidence; initiating investigations and identifying appropriate volunteers to conduct investigations; supervising and supporting a panel of volunteers to efficiently conduct investigations and appeals, ensuring consistency and fairness of the complaints process administration.
• Managing and supervising the Code Complaints team, delegating effectively to develop team members, resolving complaints and concerns efficiently and maintaining accurate and confidential records.
• Providing appropriate support to members and seeking professional advice from external advisors where necessary.
• Monitoring and identifying potential reputational or operational risks to organisation in respect of membership misconduct and ensuring prompt escalation to internal stakeholders as required.
• Providing expert advice and guidance on all aspects of the CIPD Code of Conduct and Ethics complaints process including developing and delivering appropriate training to key stakeholders.
• Collaborating with colleagues to promote the Code of Conduct and Ethics across the profession and raise standards of professional practice and present annually to key stakeholders on relevant insights and data.

• Extensive experience in managing caseloads of complex, sensitive professional conduct complaints and ethical issues with integrity.
• Excellent interpersonal skills with experience of engaging a wide range of stakeholders, with the ability to influence, persuade and build strong working relationships.
• Experience in setting and managing budgets.
• Strong analytical and report writing skills with attention to detail and ability to simplify complex information and communicate succinctly.
• Proactive and self‑motivated with ability to prioritise and work under pressure.
• Management experience of leading a team and managing performance.
• Proven experience of dealing with highly sensitive situations and challenging customers. Good knowledge of relevant legislation (eg GDPR, Equality Act) and understanding of professional ethics and disciplinary procedures. Strong presentation skills with experience of running workshops and webinars.
• Ability to collaborate with others, be adaptable and flexible. Strong computer literacy skills across different systems including, MS Office and Teams.
• The postholder will need to be familiar with web and telephone conference facilities and social media platforms.

If this…