Standards and Complaints Officer

Reports to: Standards Manager

Salary: £27,0007.50 - £35K band

Contract: Full time - 1 year fixed term contract with potential to extend

Location: Home based with some travel to London

Purpose of the Role

You will support the administration of the Liberal Democrats' Independent Federal Complaints System

You will play a key role in managing complaints, offering guidance on disciplinary matters, and ensuring consistent, fair, and timely resolution of issues

You will advise party officers on matters of standards, discipline, and dispute resolution

You will oversee the processing of complaints and appeals in accordance with internal rules and constitutional provisions

You will ensure integrity and transparency within the party

Please Note: because of the quasi-judicial nature of the functions being supported, the position will operate semi-independently from the usual chain of command within Lib Dem HQ. This is an advisory and administrative role; the post-holder does not make disciplinary decisions. 

Key Responsibilities

1. Administer complaints via the complaints management system and ensure timely triage to appropriate parties.
2. Maintain accurate records of all proceedings, decisions and correspondence
3. Issue formal notifications and ensure procedural compliance
4. Provide advice to officers and members on standards, ethics, and rules
5. Act as registrar to relevant Appeals Panels and convene meetings/hearings as needed
6. Support volunteers with appropriate guidance and administrative oversight
7. Liaise with public authorities (e.g. Parliament, Local Government) on standards issues
8. Engage with internal departments to coordinate responses to complaints or standards concerns
9. Attend relevant Party meetings, including Federal and State Party gatherings where required
10. Undertake some evening and weekend work, attend party conferences (if required), and be available at short notice and outside standard hours during elections
11. Review and quality-check outgoing communications from the Standards Office.
12. Support the continuous improvement of processes and documentation.
13. Carry out other reasonable duties as required
     

Person specification

We are looking for someone with sound judgment, ethical integrity and the ability to work independently with discretion and professionalism

Essential:

1. At least 3 years’ experience in a regulatory, complaints, claims, or case management environment
2. Proven ability to manage and triage complex casework with accuracy and attention to detail
3. Administrative experience of office record-keeping and/or case management systems.
4. Strong written and verbal communication skills, with the ability to tailor messages to different audiences
5. Excellent ability to understand complex processes and procedures
6. Excellent organisational skills, with the ability to prioritise competing tasks and deliver to tight deadlines under pressure
7. Sound judgment and political awareness, with the ability to anticipate issues and provide reasoned advice - even when it may not be acted upon
8. A high level of discretion, empathy and integrity, especially when dealing with sensitive information or complaints
9. Ability to support and work collaboratively with a wide range of volunteers, members and stakeholders
10. Confident working independently in a fast-paced environment, including outside of standard office hours when required (e.g. during elections).
     

Desirable Skills and Experience: 

1. Knowledge of organisational constitutions, quasi-judicial processes, or rules-based systems.
2. Experience managing complex investigations or complaints from initial receipt to resolution.
3. Familiarity with quality assurance processes, including providing feedback to colleagues and stakeholders.
4. Prior work in a membership-based organisation, especially involving volunteers.
5. Experience organising, convening, and recording formal meetings or hearings.
6. Confident working collaboratively and influencing others without direct line-management authority.
7. A pragmatic, solution-focused approach with the ability to see tasks through to completion.
8. Understanding of the Liberal Democrats’ membership structure, complaints procedures, and internal governance.
9. Sympathy with the aims and values of the Liberal Democrats

APPLICATION PROCEDURE

For questions and further details, and to submit an application, please contact: recruitment@libdems.org.uk attaching: - 
 

1. Your CV, including full employment history.
2. A covering letter (max. 2 A4 pages), explaining how your experience meets the criteria in this job description. Please include your name at the top of the letter.
3. Contact details, including phone and email.
4. The names of two referees, including one from your current or most recent employer. If you prefer us not to contact referees until later, please indicate this.
    

We will be reviewing applications as they come in and reserve the right to appoint prior to the closing date.

Please fully read through the requirements of the job before applying and take a few minutes to complete our Equality and Diversity Monitoring Forms then proceed with your application.

Please note: We will not be able to employ you if you are not eligible to work in the UK. We will not be able to obtain a work permit on your behalf. 

Applicants are encouraged to inform us if any reasonable adjustments are needed to be made during any part of the recruitment process. 

The Party believes it is essential to foster equity, equality, diversity and inclusion within our workforce. We want our employees to thrive in an environment where everyone is welcome and supported to achieve their potential. It is important to celebrate what makes us unique and that you feel valued, appreciated and free to be who you are.