Complaints and Governance Officer
We usually respond within two weeks
Job Title: Complaints and Governance Officer
Reporting to: Volunteer Experience Manager
Location: 12 Bloomsbury Square, Holborn, London (Hybrid – 2 days per week in the office)
Company Overview:
Ciarb is an independent, charitable membership organisation committed to supporting the effective resolution of disputes, often referred to as private or alternative dispute resolution (ADR). Ciarb champions all aspects of dispute resolution across arbitration, mediation and adjudication, setting robust ethical standards. Ciarb delivers global learning and networking opportunities, qualifications, mentorship, research and resources, events, and best practice guidance for its members and dispute resolution practitioners.
Job Overview:
Reporting to the Volunteer Experience Manager, this is an engaging, hands-on position that involves supporting the Head of Governance and Volunteer Manager across a broad range of responsibilities. A key part of the role is serving as the primary contact for individuals who wish to express concerns, seek advice, or gather information regarding the complaints handling process. This includes managing and responding to both formal and informal inquiries and complaints in accordance with approved procedures, as well as ensuring compliance with Ciarb Bye Laws and Regulations.
In addition, the role will provide governance support to branches, ensuring they operate in line with organisational policies and regulatory requirements. You will assist with governance documentation, reporting, and compliance monitoring, as well as contribute to guidance and training for branch officers.
The role also supports the Volunteer Manager in strengthening volunteer engagement, recruitment, and retention, and in coordinating communications and recognition initiatives. By working closely with both branches and volunteers, you will help foster a positive, well-supported membership environment.
Key Responsibilities:
Complaints:
- Handling and timely processing of complaints, including complex cases
- Conducting initial assessments of complaints as prescribed in the Disciplinary Rules under the supervision of the Head of Governance.
- Formation of Peer Review Panels and the Professional Conduct Committee to review complaints.
- Handling and dealing with contentious issues that may arise from handling some complaints
- Liaising with the Chair of the Professional Conduct Committee to update them on matters relating to complaints.
- Preparation of reports on new complaints in line with agreed procedures.
- Preparation of reports and meetings of the Professional Conduct Committee.
- Manage the Legal inbox in relation to complaints.
Branch Governance & Volunteers:
- Provide administrative and advisory support to branches on governance matters, ensuring compliance with organisational policies and procedures.
- Assist branches with governance documentation, reporting requirements, and adherence to constitutional or regulatory obligations.
- Support the Volunteer Experience Manager in coordinating volunteer engagement, communications, and recognition initiatives.
- Contribute to the development and delivery of training or guidance materials for branch officers and volunteers.
- Help monitor and track branch governance compliance, escalating issues where necessary.
- Work collaboratively with the Volunteer Manager to strengthen volunteer recruitment, onboarding, and retention processes.
Requirements:
- Previous experience providing administrative, governance support or handling complaints within a membership, charity, or not-for-profit organisation.
- Strong analytical, investigation, and problem-solving skills, with the ability to handle conflicting information.
- Excellent written and verbal communication skills; able to clearly communicate decisions, prepare reports, guidance, and correspondence.
- Strong organisational, planning, scheduling, coordination, and time-management skills; able to manage multiple priorities and deadlines.
- Attention to detail, confidentiality, and sensitivity in handling complaints.
- Strong listening, interpersonal, and relationship-building skills with colleagues, volunteers, and external stakeholders.
- Understanding of charity governance, legislation, and volunteer management practices.
- Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint), SharePoint, Teams, and confidence using databases or CRM systems.
- Ability to work independently and collaboratively within a team.
- Confident, proactive, and adaptable approach.
What's in it for you?
Contract: Permanent
Working Style: Full Time
Salary: £30,000 - £35,000 dependent on experience
Annual leave: 25 days per annum plus UK bank holidays
Sick pay: Enhanced company scheme subject to terms and conditions
My Free Time: We offer up to 12 additional wellbeing days a year
Pension: Generous Pension Scheme (from day 1 of joining)
Other Benefits:
- Employee Assistance Programme (EAP)
- Private Healthcare: Vitality Health
- Cycle-to-work scheme
- Season Ticket Loan
- Perkbox subscription (money-saving platform)
Successful candidates will be contacted in late October to arrange initial interviews.
Application Notes:
A covering letter of ideally one A4 page but no more than one along with your CV is required to complete your application.
See below to view guidance on constructing a cover letter.
- Department
- Governance and Professional Standards
- Locations
- The Chartered Institute of Arbitrators
- Remote status
- Hybrid
About Ciarb
The Chartered Institute of Arbitrators (Ciarb) is a leading global professional membership organisation dedicated to promoting and facilitating the use of alternative dispute resolution (ADR) methods. Ciarb has a rich history spanning over a century and as a UK registered charity Ciarb works in the public interest through our global network of 44 branches to advance the understanding and practice of ADR worldwide.
Already working at Ciarb?
Let’s recruit together and find your next colleague.
Complaints & Governance Officer
We usually respond within two weeks
Job Title: Complaints & Governance Officer
Reporting to: Volunteer Experience Manager
Location: 12 Bloomsbury Square, Holborn, London (Hybrid – 2 days per week in the office)
Company Overview:
Ciarb is an independent, charitable membership organisation committed to supporting the effective resolution of disputes, often referred to as private or alternative dispute resolution (ADR). Ciarb champions all aspects of dispute resolution across arbitration, mediation and adjudication, setting robust ethical standards. Ciarb delivers global learning and networking opportunities, qualifications, mentorship, research and resources, events, and best practice guidance for its members and dispute resolution practitioners.
Job Overview:
Reporting to the Volunteer Experience Manager, this is an engaging, hands-on position that involves supporting the Head of Governance and Volunteer Manager across a broad range of responsibilities. A key part of the role is serving as the primary contact for individuals who wish to express concerns, seek advice, or gather information regarding the complaints handling process. This includes managing and responding to both formal and informal inquiries and complaints in accordance with approved procedures, as well as ensuring compliance with Ciarb Bye Laws and Regulations.
In addition, the role will provide governance support to branches, ensuring they operate in line with organisational policies and regulatory requirements. You will assist with governance documentation, reporting, and compliance monitoring, as well as contribute to guidance and training for branch officers.
The role also supports the Volunteer Manager in strengthening volunteer engagement, recruitment, and retention, and in coordinating communications and recognition initiatives. By working closely with both branches and volunteers, you will help foster a positive, well-supported membership environment.
Key Responsibilities:
Complaints:
- Handling and timely processing of complaints, including complex cases
- Conducting initial assessments of complaints as prescribed in the Disciplinary Rules under the supervision of the Head of Governance.
- Formation of Peer Review Panels and the Professional Conduct Committee to review complaints.
- Handling and dealing with contentious issues that may arise from handling some complaints
- Liaising with the Chair of the Professional Conduct Committee to update them on matters relating to complaints.
- Preparation of reports on new complaints in line with agreed procedures.
- Preparation of reports and meetings of the Professional Conduct Committee.
- Manage the Legal inbox in relation to complaints.
Branch Governance & Volunteers:
- Provide administrative and advisory support to branches on governance matters, ensuring compliance with organisational policies and procedures.
- Assist branches with governance documentation, reporting requirements, and adherence to constitutional or regulatory obligations.
- Support the Volunteer Experience Manager in coordinating volunteer engagement, communications, and recognition initiatives.
- Contribute to the development and delivery of training or guidance materials for branch officers and volunteers.
- Help monitor and track branch governance compliance, escalating issues where necessary.
- Work collaboratively with the Volunteer Manager to strengthen volunteer recruitment, onboarding, and retention processes.
Requirements:
- Previous experience providing administrative, governance support or handling complaints within a membership, charity, or not-for-profit organisation.
- Strong analytical, investigation, and problem-solving skills, with the ability to handle conflicting information.
- Excellent written and verbal communication skills; able to clearly communicate decisions, prepare reports, guidance, and correspondence.
- Strong organisational, planning, scheduling, coordination, and time-management skills; able to manage multiple priorities and deadlines.
- Attention to detail, confidentiality, and sensitivity in handling complaints.
- Strong listening, interpersonal, and relationship-building skills with colleagues, volunteers, and external stakeholders.
- Understanding of charity governance, legislation, and volunteer management practices.
- Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint), SharePoint, Teams, and confidence using databases or CRM systems.
- Ability to work independently and collaboratively within a team.
- Confident, proactive, and adaptable approach.
What's in it for you?
Contract: Permanent
Working Style: Full Time
Salary: £30,000 - £35,000 dependent on experience
Annual leave: 25 days per annum plus UK bank holidays
Sick pay: Enhanced company scheme subject to terms and conditions
My Free Time: We offer up to 12 additional wellbeing days a year
Pension: Generous Pension Scheme (from day 1 of joining)
Other Benefits:
- Employee Assistance Programme (EAP)
- Private Healthcare: Vitality Health
- Cycle-to-work scheme
- Season Ticket Loan
- Perkbox subscription (money-saving platform)
Successful candidates will be contacted in late October to arrange initial interviews.
Application Notes:
A covering letter of ideally one A4 page but no more than one along with your CV is required to complete your application.
See below to view guidance on constructing a cover letter.
- Department
- Governance and Professional Standards
- Locations
- The Chartered Institute of Arbitrators
- Remote status
- Hybrid
About Ciarb
The Chartered Institute of Arbitrators (Ciarb) is a leading global professional membership organisation dedicated to promoting and facilitating the use of alternative dispute resolution (ADR) methods. Ciarb has a rich history spanning over a century and as a UK registered charity Ciarb works in the public interest through our global network of 44 branches to advance the understanding and practice of ADR worldwide.
Already working at Ciarb?
Let’s recruit together and find your next colleague.
Legal & Compliance Officer
Job Title: Legal & Compliance Officer
Reporting to: Director of Corporate Services
Location: 12 Bloomsbury Square, Holborn, London (Hybrid – 2 days per week in the office)
Company Overview:
Ciarb is a professional membership body. We support our members through advocacy, professional standards, training, and guidance. We are committed to maintaining the highest standards of governance, compliance, and integrity in all that we do.
Job Overview:
The Legal & Compliance Officer will provide support to the Director of Corporate Services and other senior colleagues for contractual, legal, regulatory, and governance issues. The role ensures the organisation complies with statutory and regulatory requirements, manages risk, and supports the implementation of best practice in compliance, data protection, and contracts.
Key Responsibilities:
Legal:
- Source, review, and negotiate a range of contracts, including service agreements, supplier contracts, and partnership arrangements.
- Maintain a corporate contracts register and ensure compliance with contractual obligations.
- Triage and liaise with external legal advisers where specialist input is required.
Compliance:
- Monitor compliance with relevant legislation and regulatory requirements (e.g. GDPR, Charity Commission, Companies House).
- Support the Director of Corporate Services and Director of Governance in developing and maintaining compliance frameworks, policies, and procedures.
- Facilitate internal compliance monitoring and prepare reports for senior management and committees.
- Assist with risk management, including maintaining a risk register and supporting mitigation measures.
- Act as a point of contact and support for data protection queries and support.
Requirements:
Essential
- Familiarity with charity law, company law for limited by guarantee organisations, and regulatory reporting.
- Demonstrable experience in legal or compliance work, ideally in a membership body, charity, or similar organisation.
- Good knowledge of contract law, governance, and data protection.
- Strong analytical and problem-solving skills.
- Excellent written and verbal communication, with the ability to explain legal concepts to non-lawyers.
- High attention to detail and organisational skills.
Desirable
- Experience working in a membership or not-for-profit organisation.
- Law degree or equivalent legal qualification (may be part-qualified solicitor, legal executive, or experienced paralegal).
- Knowledge in policy development and implementation.
What's in it for you?
Contract: Permanent
Working Style: Full Time
Salary: £40,000–£45,000 (depending on experience)
Annual leave: 25 days per annum plus UK bank holidays
Sick pay: Enhanced company scheme subject to terms and conditions
My Free Time: We offer up to 12 additional wellbeing days a year
Pension: Generous Pension Scheme (from day 1 of joining)
Other Benefits:
- Employee Assistance Programme (EAP)
- Private Healthcare: Vitality Health
- Cycle-to-work scheme
- Season Ticket Loan
- Perkbox subscription (money-saving platform)
Application Notes:
A covering letter of ideally one A4 page but no more than one along with your CV is required to complete your application.
See below to view guidance on constructing a cover letter.
- Department
- Corporate Services
- Locations
- The Chartered Institute of Arbitrators
- Remote status
- Hybrid
About Ciarb
The Chartered Institute of Arbitrators (Ciarb) is a leading global professional membership organisation dedicated to promoting and facilitating the use of alternative dispute resolution (ADR) methods. Ciarb has a rich history spanning over a century and as a UK registered charity Ciarb works in the public interest through our global network of 44 branches to advance the understanding and practice of ADR worldwide.
Already working at Ciarb?
Let’s recruit together and find your next colleague.
Head of Education Delivery
We usually respond within a month
Job Title: Head of Education Delivery
Reporting to: Director of Education and Training
Location: 12 Bloomsbury Square, Holborn, London (Hybrid – 2 days per week in the office)
Company Overview:
Ciarb is a professional membership body. We support our members through advocacy, professional standards, training, and guidance. We are committed to maintaining the highest standards of governance, compliance, and integrity in all that we do.
Position Overview:
The Head of Education & Training at Ciarb will oversee the delivery, quality assurance, and continual improvement of Ciarb’s global education portfolio — including courses, qualifications, training programmes, and accreditation pathways.
This leadership role is pivotal in ensuring Ciarb’s education offering remains high-quality, relevant, and financially sustainable, while fostering the professional growth of members across the international dispute resolution community.
Working in close partnership with the Director of Education & Training, the postholder will lead and develop the Education & Training teams, champion innovation in course design and assessment, and collaborate with members, branches, and stakeholders to ensure programmes reflect both current practice and emerging trends in arbitration, mediation, adjudication, and other ADR mechanisms. The role will play a pivotal part in shaping the department’s long-term structure and strategy to support Ciarb’s organisational objectives.
Key Responsibilities:
- Lead and manage the Education & Training teams, overseeing accreditation and qualification delivery, assessment methodologies, and implementation of course development.
- Develop and implement strategies to enhance the quality and effectiveness of educational courses, while also ensuring financial sustainability.
- Liaise with membership base and stakeholders to understand their needs and advocate for their interests in the development of courses and training initiatives.
- Drive innovation and improvement in operational practices to optimise efficiency and effectiveness.
- Provide leadership and direction to a team of direct reports.
- Collaborate closely with the Director of Education and Training to align departmental goals with organisational objectives.
- Stay abreast of developments in the wider professional context of alternative dispute resolution,
- Shape and redesign the department to meet the evolving needs of the organisation, members and the profession.
Experience:
- Significant experience in education and training, preferably within a relevant industry or professional body.
- Strong understanding of accreditation processes, standard setting, and assessment methodologies.
- Demonstrated leadership and management skills, with experience overseeing teams and driving strategic initiatives.
- Commercial acumen and the ability to balance the financial considerations of educational programs with quality and impact.
- Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
- Proven track record of delivering results and driving continuous improvement.
What's in it for you?
Contract: Permanent
Working Style: Full Time
Salary: £55,000 - £63,000 (depending on experience)
Annual leave: 25 days per annum plus UK bank holidays
Sick pay: Enhanced company scheme subject to terms and conditions
My Free Time: We offer up to 12 additional wellbeing days a year
Pension: Generous Pension Scheme (from day 1 of joining)
Other Benefits:
- Employee Assistance Programme (EAP)
- Private Healthcare: Vitality Health
- Cycle-to-work scheme
- Season Ticket Loan
- Perkbox subscription (money-saving platform)
Application Notes:
A covering letter of ideally one A4 page but no more than one along with your CV is required to complete your application.
See below to view guidance on constructing a cover letter.
- Locations
- The Chartered Institute of Arbitrators
- Remote status
- Hybrid
About Ciarb
The Chartered Institute of Arbitrators (Ciarb) is a leading global professional membership organisation dedicated to promoting and facilitating the use of alternative dispute resolution (ADR) methods. Ciarb has a rich history spanning over a century and as a UK registered charity Ciarb works in the public interest through our global network of 44 branches to advance the understanding and practice of ADR worldwide.
Already working at Ciarb?
Let’s recruit together and find your next colleague.
People and Development Manager - Maternity Cover
Exciting 12-month maternity cover for a dynamic People & Development Manager to lead HR ops, elevate culture and EDI, drive smart recruitment, and empower our people team to deliver an outstanding emp
We usually respond within two weeks
Job Title: People & Development Manager - Maternity Cover
Reporting to: Director of Corporate Services
Location: 12 Bloomsbury Square, Holborn, London (Hybrid – 2 days per week in the office)
Company Overview:
Ciarb is a professional membership body. We support our members through advocacy, professional standards, training, and guidance. We are committed to maintaining the highest standards of governance, compliance, and integrity in all that we do.
Position Overview:
Key Responsibilities:
Operational People Leadership
- Oversee delivery of all people operations including recruitment, onboarding, employee relations, performance management, L&D coordination, payroll workflows and benefits administration.
- Provide expert advice on complex employee relations matters, ensuring risk-managed and people-centred outcomes.
- Manage and develop the People & Recruitment Advisor, offering coaching and clear direction.
Recruitment & Workforce Planning
- Lead on workforce planning discussions, ensuring recruitment aligns with organisational needs and budgets.
- Enhance recruitment processes, employer brand, and candidate experience.
- Ensure ATS processes are structured, efficient and data-rich.
Culture, EDI & Engagement
- Support initiatives to strengthen organisational culture, wellbeing and staff engagement.
- Oversee delivery of EDI actions and track progress.
Policy, Compliance & People Governance
- Maintain, review and update people policies and procedures.
- Ensure compliance with employment law, GDPR and best practice.
Learning, Development & Organisational Growth
- Support development of leadership capability and learning programmes.
- Identify skills gaps and recommend appropriate development interventions.
People Insights & Reporting
- Produce people data reports and metrics, providing insights to leadership.
- Support annual workforce planning and reward processes.
People Projects & Change Initiatives
- Lead or support projects focused on wellbeing, systems improvements, culture and organisational development.
Experience:
- CIPD Level 5 or Level 7 (or working towards) or equivalent experience.
- Strong experience in a broad generalist HR role with operational management responsibility.
- Demonstrated experience managing or coaching HR team members.
- Proven expertise handling complex employee relations cases.
- Experience improving people processes, policies, culture and engagement.
- Strong relationship-building, influencing and communication skills.
- Data-driven approach with ability to provide meaningful people insights.
- Commitment to EDI and modern, inclusive people practices.
What's in it for you?
Contract: FTC 12 months
Working Style: Full Time
Salary: £50,000 - £55,000 (depending on experience)
Annual leave: 25 days per annum plus UK bank holidays
Sick pay: Enhanced company scheme subject to terms and conditions
My Free Time: We offer up to 12 additional wellbeing days a year
Pension: Generous Pension Scheme (from day 1 of joining)
Other Benefits:
- Employee Assistance Programme (EAP)
- Private Healthcare: Vitality Health
- Cycle-to-work scheme
- Season Ticket Loan
- Perkbox subscription (money-saving platform)
Application Notes:
A covering letter of ideally one A4 page but no more than one along with your CV is required to complete your application.
See below to view guidance on constructing a cover letter.
- Department
- People and Development
- Locations
- The Chartered Institute of Arbitrators
- Remote status
- Hybrid
About Ciarb
The Chartered Institute of Arbitrators (Ciarb) is a leading global professional membership organisation dedicated to promoting and facilitating the use of alternative dispute resolution (ADR) methods. Ciarb has a rich history spanning over a century and as a UK registered charity Ciarb works in the public interest through our global network of 44 branches to advance the understanding and practice of ADR worldwide.
Already working at Ciarb?
Let’s recruit together and find your next colleague.