Salary: £29,025 (UK) / £23,220 (Rest of the World) per annumLocation: Birmingham, UK / Any IRW Country OfficeContract Type: PermanentHours: Full-Time Islamic Relief Worldwide (IRW) is a faith-inspired humanitarian and development organisation working in over 45 countries to support some of the world’s most vulnerable people. Established in 1984, IRW provides aid and development assistance without discrimination, responding to poverty, conflict, and natural disasters while upholding the highest standards of accountability and ethical practice. The Internal Audit Division is seeking a Senior Complaints Administrator to join its dynamic team. The role can be based globally in any IRW country office. Role Purpose The Senior Complaints Administrator provides oversight and insight into the organisation’s complaints environment and supports the Head of Audit and Investigations in reporting to senior management. Key responsibilities include: Managing the receipt, triage, allocation, and tracking of complaints, including whistleblowing cases Facilitating the transition of complaints to case handlers through administrative support, meetings, and documentation Monitoring ongoing cases and supporting resolution to ensure timely closure Supporting the continuous improvement of complaint management processes This role is central to maintaining IRW’s accountability, transparency, and commitment to ethical standards. Key Responsibilities Oversee complaint intake, categorisation, and allocation to relevant case handlers Monitor and manage the lifecycle of complaints, ensuring timely updates and closure Provide detailed reporting and insights to the Head of Audit and Investigations for senior management decision-making Support internal communication and coordination between teams managing complaints Maintain accurate records of all complaints and associated documentation Assist in resolving administrative and operational challenges related to complaints handling Ensure processes comply with organisational safeguarding policies and sector best practices Required Skills and Experience Education & Professional Background Degree in a relevant discipline appropriate to the wide remit of the role Previous experience in complaints handling, case management, or customer-facing roles Experience in the humanitarian or development sector is advantageous Technical & Professional Skills Strong analytical and problem-solving skills with a creative, lateral thinking approach Excellent organisational skills and meticulous attention to detail Proven ability to prioritise and manage multiple projects under pressure High-level written and verbal communication skills, including excellent English Strong interpersonal skills with experience managing relationships in multicultural environments Proficient in Microsoft Office and other standard office software Ability to demonstrate flexibility, resilience, and self-management in a dynamic environment Working Environment and Benefits IRW recognises that its staff are its greatest asset and offers a range of benefits to support professional development, wellbeing, and work-life balance: Personal learning and development opportunities Annual leave and additional leave allowances Charity volunteering opportunities Maternity and paternity leave and pay Health and wellbeing support, including Employee Assistance Programs Field visit opportunities Supportive, inclusive, and values-driven work environment Organisational Values Islamic Relief Worldwide is guided by six core values that inform all its programmes and operations: Sincerity: Motivated by faith and a commitment to serve humanity with integrity Excellence: Striving for the highest standards in operations, programmes, and conduct Compassion: Valuing and protecting every life, alleviating suffering caused by poverty, disasters, and injustice Social Justice: Empowering vulnerable communities to realise their rights and potential Custodianship: Responsible stewardship of resources, including human, environmental, and financial assets Accountability: Maintaining transparency and trust with beneficiaries, partners, and stakeholders Safeguarding and Compliance All candidates must demonstrate commitment to IRW’s safeguarding policies Employment is subject to screening clearance, eligibility to work in the UK (if applicable), and satisfactory references IRW participates in the Inter Agency Misconduct Disclosure Scheme to ensure only candidates aligned with organisational values are recruited Candidates must uphold ethical standards, prevent misconduct, and contribute to a safe, respectful workplace IRW encourages applications from professionals who are reliable, service-minded, resilient, and highly motivated, seeking a meaningful career aligned with humanitarian principles. Interviews will be conducted on a rolling basis, and the vacancy may close early if a suitable candidate is found. VISIT OFFICIAL WEBSITE TO APPLY For more opportunities such as these please follow us on Facebook, Instagram , WhatsApp, Twitter, LinkedIn and Telegram Disclaimer: Global South Opportunities (GSO) is not the seeking organization. For any inquiries, please contact the responsible organization directly. Please do not send your applications to GSO, as we are unable to process them. Due to the high volume of emails we receive daily, we may not be able to respond to all inquiries. Thank you for your understanding.