Experience & Technical Capability

• Proven track record in managing formal complaints, regulatory casework, or administrative processes where adherence to policy, SLAs, and natural justice is essential.
• Strong background in high-volume case triage, pipeline tracking, and producing accurate data reports/dashboards for boards, committees, or senior stakeholders
• Experience operating as a working casework lead or senior officer—comfortable balancing hands-on file handling with workflow oversight.
• Experience delivering clear procedural support to independent volunteer panels, committees, or non-executive decision-makers
• Line management or mentoring experience within an operational, casework, or regulatory team.
• Hands-on proficiency in using and optimising digital CRMs and case management software (e.g., Salesforce, Hoowla).
• Experience navigating complex organisational structures, committees, or volunteer-led governance (desirable).

Key Competencies

• A proactive problem-solver who takes initiative to streamline workflows, resolve bottlenecks, and clear backlogs efficiently.
• High emotional intelligence, composure, and resilience when managing emotionally charged or sensitive correspondence.
• Excellent communication and presentation skills, with the ability to convey clear data insights to senior committees and constructively guide volunteers on procedural boundaries.

Values

• Commitment to fairness, transparency, and natural justice
• Sympathy with the aims and values of the Liberal Democrats