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Governance and Complaints Officer

Job Title: Governance and Complaints Officer

Location: SNP HQ with occasional travel required

Salary: £25K – £29K

Position: Full Time

Role Purpose:

The Complaints Officer is responsible for managing complaints processes, particularly those related to Sexual Harassment and Bullying & Harassment policies, and supporting complaint-related governance across the SNP. This role also provides support to the National Secretary in these matters and others issues relating to governance. The Complaints Officer plays a critical role in ensuring transparency, consistency, and responsiveness in handling complaints, as well as supporting SNP’s commitment to a respectful and safe environment for all members and staff.

Complaint Intake and Documentation:

Serve as the primary point of contact for complaints related to Sexual Harassment and Bullying & Harassment, providing a confidential and supportive reporting channel for complainants.
Assist the National Secretary with the intake, acknowledgment, and documentation of all complaints, ensuring that each case is promptly logged and tracked in the database.

Case Management and Investigation:

Conduct thorough and impartial investigations, following established protocols to gather information from all relevant parties.
Maintain meticulous records of complaint proceedings and communication, ensuring confidentiality and adherence to data protection guidelines.
Collaborate with external experts or consultants when necessary, ensuring adherence to best practices in handling sensitive complaints.

Policy and Compliance Advisory:

Develop and maintain a comprehensive understanding of the SNP’s Constitution and Rules, especially regarding the complaint resolution process.
Provide informed advice to the National Secretary on how policies apply in specific complaint cases, and recommend adjustments or improvements to complaint-handling procedures when appropriate.
Stay updated on legal and policy developments related to harassment, bullying and equality to ensure SNP practices reflect current standards and compliance.

Training and Awareness:

Participate in the development and delivery of training for SNP staff and representatives on handling complaints, particularly in areas of sensitivity such as harassment and bullying.
Collaborate with colleagues to raise awareness around the SNP’s policies and reporting procedures, fostering a culture of respect and accountability.

Experience in Complaints Handling or Case Management: Prior experience managing sensitive complaints, ideally in a political, HR, or non-profit setting, with a strong understanding of confidentiality and ethical standards.

Knowledge of Harassment and Bullying Policies: Familiarity with best practices and legal standards for handling harassment and bullying complaints, with an understanding of the complexities involved in sensitive case management.

Strong Understanding of Governance and Compliance: Ability to interpret and apply organisational policies, including experience working within a constitution, rules, or legal frameworks.

Excellent Interpersonal and Communication Skills: Skilled in handling sensitive conversations with empathy, confidentiality, and professionalism, and able to communicate effectively with a range of stakeholders.

Analytical and Organisational Skills: Detail-oriented, with strong investigative and analytical skills to assess information impartially and maintain accurate records.

Technical Proficiency in Database Management: Experience using databases or case management software to log and monitor complaints or other sensitive data.

Experience working within a political organisation or similar environment.

Understanding of GDPR and data protection requirements in complaints handling: Attention to detail to manage the administration of documentation in relation to data protection.

To apply, please send in your CV and a covering letter outlining why you wish to apply for the role and your relevant experience to Carol.Beattie@snp.org.