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Doing Good Recruitment is proud to be partnering with the Fundraising Regulator to recruit a Case Officer to join its Casework Team.

This is an excellent opportunity for an experienced caseworker or complaints professional to play a key role in protecting the public, supporting high standards in fundraising, and helping to resolve complaints fairly, consistently and effectively. Working at the heart of the organisation, you'll engage with a wide range of stakeholders and make evidence-based decisions that support trust and confidence in charitable fundraising.

The Role

Reporting to a Casework Manager, you'll join a busy and collaborative team responsible for handling enquiries and complaints relating to fundraising activities. You'll manage a varied caseload, investigate concerns, gather and assess evidence, and help ensure that cases are resolved promptly and professionally.

You'll be:

• Managing a caseload of complaints and enquiries from members of the public and other stakeholders
• Investigating cases and assessing evidence to support fair and proportionate outcomes
• Communicating with charities, fundraising agencies, donors and complainants
• Making objective, evidence-based decisions in line with regulatory policies and guidance
• Maintaining clear, accurate and robust case records
• Providing advice and guidance where matters fall outside the Regulator's remit
• Building positive and effective relationships with stakeholders to support case resolution

Who We Are

The Fundraising Regulator is the independent, non-statutory body responsible for regulating fundraising across England, Wales and Northern Ireland. We own and maintain the standards that apply to fundraising organisations across the UK, helping to protect the public while supporting the vital work of charities and fundraisers.

We work collaboratively with charities, regulators and sector bodies to build public confidence in fundraising and promote best practice across the sector. Our team is made up of around 30 colleagues, including staff based in Wales and Northern Ireland.

Our Values

Our work is guided by four core values: learning, quality, supportive and collaborative.

We're committed to continual improvement, delivering high-quality work, working together effectively, and creating an inclusive and supportive culture where colleagues can thrive. We expect everyone who joins us to share and demonstrate these values.

Our Commitment to Equity, Diversity and Inclusion

The Fundraising Regulator is committed to diversity, equality and inclusion. We are Disability Confident and commit to offering an interview to disabled applicants who meet the minimum criteria where practicable. If you would like your application to be considered under this scheme, please select that option when applying via our recruitment partner Doing Good Recruitment.

We want our workforce to be truly representative of the society we are here to support and protect so that we can regulate effectively and fairly. We particularly encourage applications from people with Black, Asian and Minority Ethnic backgrounds and people with disabilities as these groups are currently underrepresented at the Fundraising Regulator.

We are committed to providing an inclusive recruitment process and a flexible, supportive working environment.

If you require any part of this application or interview process to be adjusted to accommodate your needs, please let us know.

About You

You may come from a regulatory, complaints handling, customer resolution, compliance, investigations or casework background. What matters most is your ability to assess information objectively, exercise sound judgement, communicate effectively, and manage a varied workload in a fast-paced environment.

You'll be comfortable dealing sensitively with people who may be frustrated, upset or dissatisfied, and you'll enjoy finding fair and practical solutions to complex situations.

You'll have:

• Experience working in a casework or complaints-handling environment
• The ability to investigate issues, analyse evidence and make reasoned decisions
• Excellent written and verbal communication skills
• Strong organisational and time management skills
• A calm, thoughtful and diplomatic approach to handling sensitive situations
• The ability to interpret standards, guidance or regulatory frameworks and apply them in practice
• High ethical standards and a commitment to integrity and fairness

Desirable (but not essential):

• Experience working within a regulatory environment
• Knowledge of fundraising and/or the charity sector

Benefits

We offer a generous and flexible benefits package, including:

• Flexible and hybrid working
• 27 days' annual leave, plus bank holidays and three days Christmas closure
• Generous pension contribution from day one
• Enhanced maternity, paternity and sickness pay
• Paid volunteering leave
• Eyecare vouchers
• Cycle to Work scheme and season ticket loans
• Ongoing learning and development
• Employee Assistance Programme

How to Apply

We are partnering with Doing Good Recruitment on this appointment. If you require any adjustments to the recruitment process, please do let them know; we're committed to making this process inclusive and accessible.