Are you passionate about human rights, accountability, and ensuring that everyone’s voice is heard? The role of Senior Complaints Administrator at Islamic Relief Worldwide (IRW) offers an exciting opportunity to combine professional skills with meaningful impact. If you are looking for a career where your work contributes directly to transparency, integrity, and humanitarian excellence, this could be the role for you.
Islamic Relief Worldwide is a faith-inspired humanitarian organisation operating in more than 45 countries. Their mission is to save and transform lives affected by poverty, conflict, and natural disasters. With a strong foundation in values such as compassion, social justice, excellence, and sincerity, Islamic Relief emphasizes accountability and trust in all its operations. The Senior Complaints Administrator plays a central role in ensuring these values are upheld, making it a key position within the organisation.
About the Role
Position: Senior Complaints Administrator
Location: Flexible — based in Birmingham or any country office where IR operates
Contract: Permanent, Full-Time
Salary:
- £29,025 per year (UK)
- £23,220 per year (Rest of the world)
This role is part of the Internal Audit Division, focusing on ensuring that complaints, including whistleblowing and other sensitive cases, are handled professionally, efficiently, and transparently. It is a global-facing role, contributing to the overall accountability and credibility of Islamic Relief Worldwide.
The position is ideal for individuals who want to combine their administrative and analytical skills with a purpose-driven role that has real-world impact. It is not limited to routine administrative tasks; rather, it involves collaboration, oversight, and continuous improvement of complaint management processes.
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Key Responsibilities
As a Senior Complaints Administrator, your responsibilities will include:
- Leading the management and oversight of the complaints environment to ensure high-quality handling of all cases.
- Supporting senior leadership by providing detailed insights and reporting on trends, systemic issues, and patterns identified in complaints.
- Facilitating the end-to-end complaints process, from receipt, registration, and triage to resolution and closure.
- Coordinating with case handlers and arranging meetings to ensure timely and effective progress on each complaint.
- Acting as a point of contact for ongoing concerns, providing guidance and support while maintaining a professional and confidential approach.
This role ensures that complaints are addressed fairly and consistently, helping maintain trust among beneficiaries, staff, donors, and partners worldwide.
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Required Skills and Experience
To thrive in this role, the organisation seeks professionals with:
Essential Skills
- A relevant degree and proven analytical capabilities.
- Strong problem-solving skills with attention to detail.
- Excellent communication skills, both verbal and written.
- Proficiency in Microsoft Office and other computer applications relevant to reporting and case management.
- Experience in complaints handling, customer service, or administrative roles with accountability responsibilities.
- Ability to prioritize tasks and work efficiently under pressure across multiple projects.
Desirable Experience
- Experience working in the humanitarian, development, or non-profit sector.
- Ability to navigate multicultural environments and work collaboratively with diverse teams.
- Experience managing sensitive relationships with professionalism and discretion.
Why This Role Matters
In humanitarian work, complaints mechanisms are essential to accountability. They provide a structured and fair way for beneficiaries, staff, and donors to raise concerns, ensuring that organisations remain responsive and transparent. By taking on this role, you will contribute directly to building trust, reinforcing ethical practices, and promoting organisational integrity on a global scale.
For professionals driven by values, ethics, and impact, this role represents an opportunity to make a meaningful contribution while developing their expertise in complaints management and governance.
Final Thoughts
Whether you are an experienced complaints handler or a professional in audit, compliance, or administration looking to step into a more impactful position, the Senior Complaints Administrator role at Islamic Relief Worldwide provides the perfect platform. It allows you to align your career with purpose while contributing to a global organisation dedicated to humanitarian service and accountability.
If you are ready to make a difference and play a key role in fostering transparency and trust, this is your opportunity to bring your skills and experience to a global stage.
