Regulation & Complaints Support Officer

Job Title: Regulation & Complaints Support Officer Location: Belfast City Centre Hours: 37.5 hours per week (MondayFriday) Contract: Permanent Salary: On Request About The Bar of Northern Ireland The Bar of Northern Ireland is the professional body representing barristers in Northern Ireland. It plays a key role in supporting the profession, upholding standards and ensuring effective regulation within the legal system. Due to recent legislative changes, the organisation is expanding its regulatory function and is seeking a Regulation & Complaints Support Officer to join the team. The Role This is a key administrative and coordination role within the regulatory function, focused on the triage and management of complaints. You will act as a central point in the complaints process, reviewing incoming cases, gathering relevant information and preparing documentation for Committee review. While this is not a decision-making role, you will play a critical part in ensuring complaints are handled accurately, professionally and in line with regulatory requirements. The role offers the opportunity to develop and shape processes, particularly as the function evolves following recent changes in legislation. Key Responsibilities (Indicative and not exhaustive) Manage the initial triage of complaints, ensuring all relevant information is gathered and organised Prepare case summaries and supporting documentation for Committee review Draft professional correspondence and responses to stakeholders Liaise with: Complainants Barristers Internal Committees and senior stakeholders Support the coordination of complaints through various stages of review Maintain accurate records and case tracking systems Assist with the preparation of Committee papers and documentation Contribute to the development and improvement of processes and workflows Support data collection and reporting on complaints activity About You You will come from a strong administrative, complaints, or regulatory background and be comfortable working in a structured, process-driven environment. Essential: Educated to at least degree level or equivalent (equivalence may be demonstrated through experience) A minimum of GCSE Grade B or above in Maths and English A minimum of 3 years experience gained within the last immediate 5 years in each of the following: Demonstrable experience of working with processes and systems in a professional, service-oriented environment. Demonstrable experience working in a busy professional, administrative environment, to include: proficiency with the Microsoft Office package, especially in Word and Excel, working to strict and conflicting deadlines and working well under pressure, accurate and appropriate written and oral communication with senior professionals, complaints handling. Demonstrable experience of critically assessing established processes and systems and being proactive in implementing change. Desirable: Experience in developing databases and providing statistical analysis of same. Complaints Handling qualification Demonstrable experience working in a busy professional, regulatory environment Experience of minute taking at senior level complex meetings. Demonstrable experience in complaints handling administration. Knowledge of Excel and/or Power BI Why Apply? Opportunity to join a highly respected professional body Play a key role in an evolving regulatory function Gain exposure to senior stakeholders and committee-level work Opportunity to shape processes and add real value Strong platform for candidates interested in regulatory, governance, or legal environments Ashton Recruitment is acting as a Recruitment Agency Skills: Microsoft Office Complaints Handling Administrator Written Communication Verbal Communication…