Governance Case Manager

Police Federation of England and Wales; Leatherhead; On-site; GBP 60,000 - 70,000; Full time

Job summary

The Police Federation of England and Wales seeks a Governance Case Manager to oversee governance complaints and manage case portfolios. This full-time position based in Leatherhead involves ensuring thorough investigations, maintaining decision records, and improving governance processes while working with senior stakeholders and external partners.

Benefits

Private Healthcare

Life Assurance

Flexible Working

Hybrid Working

Enhanced Pension Contribution

Employee Assistance Program

Onsite Free Lunches

Free Onsite Gym

26 Days Holiday

Employee Discounts

Qualifications

• Experience managing and triaging multiple complaints.
• Experience in governance, legal, or regulated environments.
• Strong project management and collaboration skills.

Responsibilities

• Manage and progress a portfolio of complaints cases.
• Provide case management support to the Senior Governance Manager.
• Contribute to continuous improvement of governance processes.

Skills

Complaint Management

Confidentiality

Risk Identification

Advisory Skills

Project Management

Cross Functional Collaboration

Job description

Governance Case Manager

Application Deadline: 24 July 2025

Department: Governance

Employment Type: Full Time

Location: HQ - Leatherhead

Reporting To: Senior Governance Manager

Compensation: £60,000 - £70,000 / year

Description

As the Governance Case Manager, you will be the first point of contact for governance complaints relating to staff and Federation Representatives across England & Wales. Allocating and managing complaints cases and ensuring appropriate investigation of cases. Ensuring that decisions, inputs and recommended learnings are recorded, considered or acted upon.

Key Responsibilities

• Managing and progressing a portfolio of cases through the Governance case journey in accordance to Appendix 9 of the Police Federation Rules, and in line with relevant processes and best practice guidelines
• Triaging new cases, managing competing deadlines and timetables, conducting conflict checks, writing reports, drafting letters, managing case files, ensuring bundles are complete, acting as a single point of contact internally and externally, liaising with case teams / legal advisers and assisting the panel chairs on relevant matters
• Providing case management and related support services to the Senior Governance Manager, other committees and decision-makers, as needed
• Working effectively and proactively with the team’s stakeholders, including committee members, taking responsibility for managing internal and external relationships
• Preparing regular management information and analysis (MI) to assess the case pipeline
• Contributing to the continuous improvement of internal processes and procedures
• Build and manage relationships with external and internal solicitors and partners, under the direction of the Senior Governance Manager
• Working alongside the Senior Governance Manager, to navigate through complex complaints and determine the best way to achieve resolution through investigation
• Commission investigations and act as a professional sounding board for investigations, helping them achieve impartial and through outcomes
• Identify risks and trends that may emerge in governance and performance, and report to Senior Governance Manager, to protect the work and reputation of PFEW, such as social media, communication strategies, remedial activity and training
• Work with Branch Officials and Headquarter Managers to ensure a consistent and standardised approach to all performance and governance matters
• Support the Senior Governance Manager to liaise with Professional Standards Departments within Forces on overlapping investigations
• Maintain decision making records so there is consistency in advice and decision making, which will build member confidence in the governance process
• Undertake any additional duties to ensure the effective running of governance

Skills, Knowledge and Expertise

• Experience of managing and triaging multiple complaints of a challenging nature
• Able to work confidentiality and manage a range of investigation processes, dealing with sensitive, political and confidential issues
• Able to identify risks and contribute to strategies for reducing the impact of the risk
• Experience as a trusted advisor to senior stakeholders
• Experience of working in a governance, legal, complaints and regulated environment, where rules, ethics and behaviour play a critical role
• Excellent project management and cross functional collaboration experience

Benefits

We offer multiple benefits to our HQ employees including: competitive salary, private healthcare, life assurance, flexible working, hybrid working, enhanced pension contribution, enhanced leave, employee assistance program, onsite free lunches and refreshments, free onsite gym, free onsite parking, 26 days holiday (increasing with length of service), mental health clinics, support for continuous professional development, employee discounts and more….