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Job Post Details

Global Compliance & Complaints Manager - 12 month FTC - job post

RICS
3.4 out of 5 stars
Birmingham B3•Hybrid work
Fixed term contract
You must create an Indeed account before continuing to the company website to apply

Job details

Job type

  • Fixed term contract

Location

Birmingham B3•Hybrid work

Benefits

Pulled from the full job description

  • Annual leave
  • Company pension
  • Private medical insurance

Full job description

Country

Office Location
Birmingham, B3 2AA

About Us
RICS is a global professional body that sets and upholds standards across land, property, construction and infrastructure. Acting in the public interest underpins how we regulate, support professionals and maintain trust in the built environment worldwide.

The RICS Hub supports global operations across the Markets directorate, helping to deliver consistent service quality, regulatory assurance and strong governance.

Role Purpose and Key Responsibilities
This is a varied and high impact role bringing together complaints handling, compliance and risk management, offered on a fixed term basis as maternity cover.

Reporting to the Head of the RICS Hub, you will take ownership of complaints across global operations, ensuring they are handled consistently, transparently and with care. You will look beyond individual cases, using feedback, audits and assurance activity to identify trends and drive meaningful improvements.

Alongside this, you will maintain risk registers and lead business continuity planning within the Hub, helping to strengthen how we manage risk and maintain resilient operations.

This role plays an important part in how RICS listens to, responds to and learns from its members.

You will work closely with senior stakeholders to improve how we manage complaints, strengthen governance and turn insight into better outcomes.

Key responsibilities
  • Take ownership of complaints handling, including supporting responses to more complex or escalated cases

  • Ensure a consistent, transparent and well-managed approach to complaint tracking and resolution

  • Analyse complaints, assurance activity and member feedback to identify patterns and areas for improvement

  • Turn insight into practical actions that improve service and member experience

  • Work with colleagues across the organisation to resolve issues and strengthen processes

  • Monitor compliance, quality and operational risks, providing clear and useful insight

  • Maintain risk registers for the RICS Hub and Complaints functions

  • Lead business continuity planning, including keeping plans up to date and fit for purpose

  • Support a culture of continuous improvement, using insight such as NPS and CSAT to inform change

    • About You
    You’ll have experience in complaints handling, compliance, risk or operational improvement, ideally in a regulated or assurance led environment.

    Comfortable dealing with sensitive issues, you are able to make balanced judgements and work confidently with stakeholders across different teams and regions.

    You enjoy taking ownership, making sense of complex issues and turning insight into practical change.

    You are likely to bring:

  • Experience in compliance, complaints handling or governance roles

  • An understanding of risk management, operational controls and quality frameworks

  • Familiarity with Agile or continuous improvement approaches

  • Clear communication and stakeholder management skills

  • Experience working in global or multi cultural contexts

  • Confidence using compliance systems and reporting tools

    • Rewards and Benefits
    RICS offers a benefits package designed to support your wellbeing, financial security and work–life balance, including:

  • Private medical insurance, income protection and life assurance

  • Aviva Group Personal Pension scheme

  • 25 days’ annual leave plus public holidays and an office closure over Christmas

  • Enhanced family leave policies

  • Wellbeing and volunteering days

  • Access to mental health support and staff-led community groups


    • Equal Opportunity Employer

    RICS is committed to building a diverse and inclusive organisation. We welcome applications from people of all backgrounds and experiences, including those with non-traditional career paths.

    If you require any adjustments during the recruitment process, please let us know.

    Candidates must have the right to work in the UK.

    How to Apply

    This role is based in our Birmingham office, with occasional travel to other locations. We operate a hybrid working model, with 60% of your time spent in the office.

    Click Apply to complete our short application form. You’ll be asked to upload your CV and share a short supporting statement explaining your interest in the role.

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