Summary of the role
The Governance and Complaints Executive will be responsible for overseeing the organisation’s complaints, governance, data protection and regulatory obligations. The role-holder will ensure that the organisation operates in line with best practice, legal requirements and ethical standards. This role includes responsibility for complaints management, charity regulation compliance, data protection (DPO duties), and liaison with legal advisors. The role-holder will also line manage the Administration Officer who provides supports with complaints and compliance administration.
Responsibilities of the role
Complaints Duties and Responsibilities (include but are not limited to):
- Manage the organisation’s complaints processes in a timely and effective manner
- Provide support to the Complaints Committee, including meeting coordination and reporting
- Support the Complaints Committee with updating and maintaining complaints procedures
- Act as staff liaison for the Complaints Committee, including its External members and legal advisor
- Handle phone queries and email correspondence in relation to complaints matters, as required
- Line manage the Administration Officer assigned to support this function
Governance and Compliance Duties and Responsibilities (include but are not limited to):
- Liaise with legal advisors on relevant matters, including complaints and regulatory issues
- Support the Board and committees in governance-related matters
- Ensure and report on compliance with Charity Regulator requirements and governance codes
- Oversee organisational compliance frameworks, policies and procedures
- Act as Data Protection Officer (DPO), ensuring GDPR compliance and data governance best practice
- Maintain and update governance and compliance policies in line with legislation and best practice
- Monitor and report on compliance risks and issues
- Promote a culture of ethical practice and compliance across the organisation
- Provide training and guidance to staff on governance and compliance matters
- Contribute to organisational planning and reporting as required
- Undertake other duties as assigned by the Deputy CEO
Requirements
Essential Requirements:
- A relevant third-level qualification or equivalent
- Minimum of 3 years’ experience in a governance, compliance, regulatory or similar role
- Experience in direct staff supervision or management of teams
- Project management experience
- Strong knowledge of governance frameworks, compliance, and regulatory requirements
- Experience in complaints handling or regulatory processes
- Knowledge of GDPR and data protection requirements
- Excellent written and verbal communication skills
- Strong organisational and analytical skills
- Ability to manage sensitive and confidential information
- Strong interpersonal skills and ability to work with multiple stakeholders
- Ability to work on own initiative and manage competing priorities
Desirable Requirements:
- Experience working in a membership organisation or not-for-profit sector
- Knowledge of the counselling, psychotherapy, or mental health sector
- Formal Data Protection Officer (DPO) training or certification
- Experience liaising with regulators or legal professionals
Placeholder
The Irish Association for Counselling and Psychotherapy (IACP) is Ireland’s leading professional body representing over 7000 counsellors and psychotherapists. We are a registered charity. Established in 1981, the IACP is committed to promoting the highest standards of professional practice, supporting its members, raising awareness of the benefits of counselling and psychotherapy and advocating for investment in mental health services. With a focus on accreditation, professional development, professional standards, ethical guidelines and complaints, the IACP promotes the integrity, quality and growth of the counselling and psychotherapy professions in Ireland.
More details about the role and conditions:
- IACP staff are currently working a hybrid solution, working 2/3 days per week in Marina House, 11-13 Clarence Street, Dun Laoghaire, Co Dublin, and the other days remotely.
- The normal working hours are 40 hours per week (we offer a 35-hour working week, operating Monday to Friday from 9:00 AM to 5:00 PM. This schedule includes a 1-hour daily unpaid lunch break, meaning you are at work for 40 hours total with 35 hours of actual working time).
- There is a flexible option of starting between 8.30–9.30 am and finishing between 4.30–5.30 pm each day.
- The annual leave entitlement is 24 days per annum.
Employee Benefits:
- Flexible start and finish time (as above)
- Hybrid working schedule (as above)
- Annual bonus equivalent to one week’s salary (on successful completion of 6-month probationary period; paid in December)
- Additional days leave (outside above) on Good Friday and Christmas Eve
- Membership of Hospital Saturday Fund Health Plan
- Workplace well-being policy including access to Employee Assistance Programme (counselling, portal, monthly eNews & webinar), wellness workshops
- One self-care day per annum
- One self-organised volunteer day per annum
- Team-building initiatives
- Support for professional training and development
Placeholder
Please send a current Curriculum Vitae and Cover Letter outlining your suitability for the position by midday on 23rd September 2026 by email to [email protected]
Please note that there will be two rounds of competency-based interviews taking place in September–October 2026. The first round of interviews will be held in-person (29 Sept), and the second round will take place online (2 Oct).
IACP is an equal opportunity employer.
No work as a counsellor/psychotherapist should be undertaken, or memberships of other counselling/psychotherapy associations held, whilst holding an employee position at IACP.