Case Complaints Officer 

£30,000 - 35,000 + benefits

Permanent

Full-time (35 hours per week)

Wimbledon (flexible and hybrid working)

 

About us

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.

The role

As a Code Complaint Officer, you will be part of our Legal & Governance team, and you will support the Code of Conduct Senior Case Manager to effectively deal with professional membership misconduct complaints and related investigations.

 

What’ll be doing

 

• Responsible for dealing with all Code complaint enquiries, ensuring timely responses and accurate data entry. Maintaining up to date case management systems, store documentation in line with internal protocols, and inputting key information to support reporting and compliance.

• Delivering a customer focused service providing valid and complete information promptly and professionally.

• Supporting the Senior Case Manager in handling complaints by reviewing cases, providing recommendations for referrals, analysing evidence, drafting investigation plans, conducting interviews, note taking, identifying gaps and requesting additional evidence and supporting the investigation panel in an effective, proportionate and timely manner.

• Supporting the Code volunteer framework including the recruitment, induction, training and management of volunteers.

• Liaising with relevant stakeholders to coordinate & schedule hearings.

• Preparing bundles, taking notes and minutes, drafting reports and redacting documents.

• Tracking and reporting relevant statistics on code complaints as required.

• Supporting the Senior Case Manager delivering training and develop and implement improved processes and guidance.

What you’ll need to be successful

 

• Experience of drafting investigation reports explaining complex issues succinctly and with clarity.
• Experience or understanding of investigation and disciplinary matters.
• Strong questioning and analytical skills with attention to detail.
• Reporting experience, including experience gathering evidence and presenting findings in a user-friendly manner.
• Excellent communication and interpersonal skills with experience of dealing with stakeholders at all levels.
• Tech savvy with ability to use MS Office suite (Teams and Excel) to a high standard.
• Innovative approach, willingness to use AI and suggest process automation where possible.

If this role describes you and your career aspirations, click APPLY. Please note, the deadline for applications is on Monday 6 October 2025.

CIPD: valuing everyone as an individual! The CIPD define diversity as the differences in colour, ethnicity, abilities, age, gender, beliefs, interests, socioeconomic status(class), marital or partnership status, sexual orientation, geographic, academic/professional backgrounds, opinions, backgrounds, thinking, experiences, and many other personal characteristics. There is a growing body of research that shows that diverse workforce can be beneficial for decision making, innovation and problem solving as people bring a diverse range of skills and lived experiences with them. Harnessing these differences creates a productive environment in which everybody feels valued, where their talents are fully utilised and organisational and personal goals are met.

We are committed to employment practices that promote diversity and inclusion and equality of outcomes in employment through recognising of how differences of age, disability, gender, sex, marriage and civil partnership status, pregnancy and maternity status, ethnicity, colour, religion, or belief and other protected (by equalities law) and personal characteristics can advantage or disadvantage a person.

Please note, we reserve the right to close or extend this position depending on application numbers. Therefore, we would urge you to submit an application as soon as possible.