Governance & Complaints Executive

Cpl Group; Dublin; On-site; EUR 70,000 - 95,000; Full time

Job summary

The Governance & Complaints Executive at CPL Group will play a key role in ensuring governance, regulatory, compliance, and data protection obligations are met. Reporting to the Deputy CEO, the role oversees complaints management, governance frameworks, regulatory compliance, and data protection practices across the organisation.

This is a 3 year contract position with responsibility for acting as Data Protection Officer (DPO), liaising with legal advisors, and line managing the Administration

Qualifications

• Relevant third-level or equivalent professional qualification.
• Minimum of three years' governance, compliance, regulatory, or related experience.
• Experience supervising staff or managing teams.
• Experience in project management and coordinating multiple priorities.
• Strong knowledge of governance frameworks, compliance requirements, and regulatory obligations.
• Sound understanding of GDPR and data protection requirements.
• Excellent written and verbal communication skills.
• Ability to handle sensitive information and manage competing priorities.

Responsibilities

• Manage the organisation's complaints process, ensuring all complaints are handled effectively, fairly, and within agreed timeframes.
• Support the Complaints Committee through meeting coordination, administration, reporting, and follow-up actions.
• Assist the Complaints Committee in reviewing, updating, and maintaining complaints procedures and related documentation.
• Act as the primary staff liaison for the Complaints Committee, including engagement with external committee members and legal advisors.
• Respond to telephone and email enquiries relating to complaints matters as required.
• Line manage the Administration Officer assigned to support complaints administration.
• Liaise with legal advisors on complaints, governance, regulatory, and compliance matters.
• Support the Board and relevant committees in fulfilling their governance responsibilities.
• Ensure organisational compliance with Charity Regulator requirements, governance codes, and relevant legislation.
• Monitor, maintain, and strengthen organisational governance and compliance frameworks.
• Act as the organisation's Data Protection Officer (DPO), ensuring compliance with GDPR and best practice in data governance.
• Develop, review, and update governance, compliance, and data protection policies and procedures.
• Monitor compliance risks and prepare reports for management, committees, and the Board as required.
• Promote a culture of ethical practice, accountability, and compliance throughout the organisation.
• Deliver training and guidance to staff on governance, compliance, and data protection matters.
• Contribute to organisational planning, reporting, and continuous improvement initiatives.
• Undertake any other duties reasonably assigned by the Deputy CEO.

Skills

Governance

Regulatory compliance

Data protection

Complaint management

Stakeholder engagement

Team leadership

Education

Third-level qualification or professional qualification

Job description

Job Summary

The Governance & Complaints Executive will play a key role in ensuring the organisation meets its governance, regulatory, compliance, and data protection obligations. Reporting to the Deputy CEO, the successful candidate will be responsible for overseeing complaints management, governance frameworks, regulatory compliance, and data protection practices across the organisation.

This position requires a highly organised and detail-oriented professional who can ensure compliance with legal, regulatory, and ethical standards while supporting effective organisational governance. The role also includes responsibility for acting as the organisation's Data Protection Officer (DPO), liaising with legal advisors, and line managing the Administration Officer who supports complaints and compliance administration.

This is a 3 year contract position

Key Responsibilities

Complaints Management

The successful candidate will:

• Manage the organisation's complaints process, ensuring all complaints are handled effectively, fairly, and within agreed timeframes.


• Support the Complaints Committee through meeting coordination, administration, reporting, and follow-up actions.


• Assist the Complaints Committee in reviewing, updating, and maintaining complaints procedures and related documentation.


• Act as the primary staff liaison for the Complaints Committee, including engagement with external committee members and legal advisors.


• Respond to telephone and email enquiries relating to complaints matters as required.


• Line manage the Administration Officer assigned to support complaints administration.

Governance, Compliance & Data Protection

The successful candidate will:

• Liaise with legal advisors on complaints, governance, regulatory, and compliance matters.


• Support the Board and relevant committees in fulfilling their governance responsibilities.


• Ensure organisational compliance with Charity Regulator requirements, governance codes, and relevant legislation.


• Monitor, maintain, and strengthen organisational governance and compliance frameworks.


• Act as the organisation's Data Protection Officer (DPO), ensuring compliance with GDPR and best practice in data governance.


• Develop, review, and update governance, compliance, and data protection policies and procedures.


• Monitor compliance risks and prepare reports for management, committees, and the Board as required.


• Promote a culture of ethical practice, accountability, and compliance throughout the organisation.


• Deliver training and guidance to staff on governance, compliance, and data protection matters.


• Contribute to organisational planning, reporting, and continuous improvement initiatives.


• Undertake any other duties reasonably assigned by the Deputy CEO.

Person Specification

Essential Requirements

The successful candidate will demonstrate:

• A relevant third-level qualification or equivalent professional qualification.


• A minimum of three years' experience in a governance, compliance, regulatory, or related role.


• Experience supervising staff or managing teams.


• Experience in project management and coordinating multiple priorities.


• Strong knowledge of governance frameworks, compliance requirements, and regulatory obligations.


• Experience managing complaints processes or working within regulatory environments.


• A sound understanding of GDPR and data protection requirements.


• Excellent written, verbal, and interpersonal communication skills.


• Strong organisational, analytical, and problem-solving abilities.


• The ability to manage sensitive and confidential information with discretion.


• Proven ability to build effective relationships with a range of internal and external stakeholders.


• The ability to work independently, exercise sound judgement, and manage competing priorities.

Desirable Requirements

• Experience working within a membership organisation, charity, or not-for-profit environment.


• Knowledge of the counselling, psychotherapy, or broader mental health sector.


• Formal Data Protection Officer (DPO) training and/or certification.


• Experience liaising with regulators, statutory bodies, or legal professionals.

For more information contact Ingrid on 015005922/[e-mail]