Complaints and Compliance Administrator

Islamic Relief Worldwide; Birmingham; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Islamic Relief Worldwide is seeking a Complaints & Compliance Administrator in Birmingham. This role involves managing complaints and supporting the compliance function within a humanitarian context. The successful candidate will have strong analytical and communication skills, with a focus on delivering high-quality work in a dynamic environment.

Benefits

Personal learning and development opportunities

Annual leave and additional leave

Service related pension scheme

Employee assistance support

Occupational advanced sick pay

Mental Health First Aiders

Cycle to Work scheme

On-site car parking

Qualifications

• Degree in relevant qualification or significant experience required.
• Excellent written and spoken English is essential.

Responsibilities

• Assist with processing and management of complaints and disclosures.
• Support the Policy and Compliance Manager in administration tasks.

Skills

Analytical skills

Problem-solving skills

Organisational skills

Communication skills

Interpersonal skills

Time management

Education

Relevant degree

Tools

Microsoft Office

Job description

Location: Birmingham

Contract Type: Fixed Term, 12 months

Hours: Full Time

The Vacancy

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 Office of the General Counsel Division is recruiting for the position of ‘Complaints & Compliance Administrator’ to join its dynamic team based in Birmingham, UK. The organisation is currently operating a hybrid working model.

Job purpose:

To assist with the day-to-day processing, reporting, oversight and management of a diverse range of incoming complaints and whistleblowing disclosures and appropriate escalation of complaints requiring escalation to relevant Area Leads.

The post will play an active role in providing support to the IRW Complaints Team ensuring compliance with associated policies and processes. The role will involve the preparation of key documents and acting as a liaison with relevant internal and external stakeholders to compile and organise key information to support the work of the IRW Complaints Team.

To provide support and assistance to the Policy and Compliance Manager in the effective and efficient management and administration of the Policy and Compliance function and wider needs of the Division. To assist with ongoing reviews of internal or external policies and processes, production of resources, reports and associated materials and additional support as directed.

The successful candidate must have:

• A degree in a relevant qualification and/or significant experience suited to the wide remit of the role.
• Strong and seasoned 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 delivery of high-quality work.
• Ability to prioritise and work efficiently under pressure and subject to changing priorities, meeting deadlines, and using judgment and initiative in problem resolution.
• Excellent communication (verbal and written) and interpersonal skills. Excellent written and spoken English in particular.
• Excellent levels of computer literacy including Microsoft Office applications.
• Knowledge of compliance related subjects.
• Willingness to attend training where relevant.
• Independent and excellent time management skills
• Innovative thinker, able to develop and translate strategy into tactical action plans and deliverables.
• Experience of complaints resolution or customer facing role.
• Proven record of excellent people and interpersonal skills with strong communication skills at individual and group level. This includes ability to adapt to and engage within a multicultural and diverse environment.
• Previous experience of working within humanitarian and development (third) sector is an advantage.
• Proven ability and experience in analysing, interpreting and reporting on data which enables sound conclusion and recommendations to be drawn.
• Demonstrates the flexibility and energy that is required for self-management and prioritising workload.
• Ability to build constructive working relationships and ability to respond appropriately in fast changing and challenging situations.
• Willingness to travel within UK and internationally.

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:

PLEASE NOTE: Interviews are expected to take place on or around 18 June 2025.

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
• 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

The Company

Islamic Relief is a faith-inspired humanitarian aid and development agency working to save and transform the lives of some of the world’s most vulnerable people. We work in over 45 countries, assist people of all faiths and none according to need and do not discriminate in any way. Our proximity means we can often respond swiftly to emergencies and work in areas that other organisations cannot access.

We are the only UK-based Muslim faith-inspired charity to have been certified against the Core Humanitarian Standard on Quality and Accountability (CHS), which is designed to ensure that charities best meet the needs of the communities they serve.

Islamic Relief is a member of the Disasters Emergency Committee (DEC), we have Consultative Status with the UN Economic and Social Council, and we are a signatory to the Code of Conduct for the International Red Cross and Red Crescent Movement.

What We Offer

Islamic Relief Worldwide recognises our staff as our biggest asset, and so we offer a range of benefits designed to support their professional development, mental and physical health, and work/life balance.

Personal learning and development opportunities

Annual leave and additional leave

Service related pension scheme

Maternity, paternity, adoption and shared parental leave and pay

Employee assistance support

Occupational advanced sick pay

Mental Health First Aiders

Charity volunteering

Cycle to Work scheme

On-site car parking

Field
visits

Our Values

Sincerity

Sincerity

We are driven and motivated by sincerity to God and our duty to humanity.

Excellence

A commitment to excellence is a hallmark of our operations, programmes and conduct towards the vulnerable people we serve.

Compassion

Compassion

Every life is precious, so we join other humanitarian actors in easing the suffering caused by disasters, poverty and injustice.

Social Justice

Social Justice

We empower poor and vulnerable people to have their rights fulfilled and to achieve their God-given potential.

Custodianship

Custodianship

We value and protect the Earth and its resources, including its people, and we aim to honour the trust people place in us to be transparent and accountable.