Advisor - Complaints Handling

Advisor - Complaints Handling

Norwegian Church Aid (NCA)

Purpose of the role

The Advisor - Complaints Handling lead and conduct assigned Head Office-led investigations into Operational and Other Misconduct cases at Norwegian Church Aid (NCA). The role also supports NCA Country Offices in the effective implementation of the organisation's complaints and response mechanism by providing practical guidance, case handling support, and ensuring consistent application of procedures.

Main responsibilities

Investigation management

• Lead and conduct Head Office investigations into Other Misconduct cases, including workplace misconduct and breaches of organisational standards
• Plan and manage investigations, including defining scope and methodology
• Collect, review, and assess evidence, conduct interviews, and ensure proper documentation of all investigation steps
• Produce clear, structured, and well?reasoned investigation reports
• Ensure investigations are conducted in line with NCA standards, including procedural fairness, confidentiality, and documentation requirements

Country Office support

• Act as the primary point of contact for NCA Country Offices on complaints handling and investigations
• Provide practical and operational guidance on case management
• Support Country Offices in investigation planning, implementation, and follow?up
• Contribute to consistent application of complaints handling procedures across Country Offices

Case handling and workflow follow-up

• Support the day?to?day implementation of complaints handling processes in line with established NCA procedures
• Monitor assigned cases to ensure timely progress and completion of required actions
• Ensure correct use of case management systems, including NCA's designated case-management platform, and compliance with workflow requirements

Training and practical guidance

• Deliver training to NCA staff on complaints handling, basic investigation practices, and use of NCA's designated case-management platform.
• Provide hands?on guidance to support practical application of procedures
• Contribute to the development of simple, user?friendly tools and guidance materials to strengthen consistent case handling across NCA

Education

• Master's degree in law, social sciences, international development, human rights, or a related field
• Relevant professional training in investigations, safeguarding, or compliance is an advantage

Experience

• Minimum 2 years of relevant professional experience in complaints handling, investigations, safeguarding, accountability mechanisms, or compliance
• Proven experience conducting administrative or fact?finding investigations, including interviews, evidence assessment, and reporting
• Experience working with or supporting Country Offices or field operations, preferably in a humanitarian or international NGO context
• Experience handling sensitive misconduct cases, with a strong understanding of confidentiality and procedural fairness
• Experience using case management systems such as NCA's designated case-management platform or similar is an advantage

Skills and competencies

• Strong investigation and analytical skills, with the ability to assess complex information and reach well?reasoned conclusions
• Ability to produce clear, concise, and structured written reports
• Practical and solution?oriented approach, with the ability to guide Country Office staff and other non?specialists in applying complaints handling procedures
• Experience supporting or advising field?based teams and translating policies into clear, actionable guidance
• Strong interpersonal and communication skills, including the ability to conduct sensitive interviews across diverse cultural contexts
• High level of integrity, discretion, and professional judgment
• Ability to manage multiple cases and priorities in a structured and timely manner
• Familiarity with the Norwegian Working Environment Act, Norwegian HSE standards, and/or the Equality and Anti-Discrimination Act is an advantage

Additional information

We anticipate the successful candidate to start in August 2026

Before submitting your application, we kindly ask you to read the ACT Code of Conduct for the prevention of misconduct, including corruption, fraud, exploitation and abuse, including sexual; and to ensure child safeguarding and policy on prevention of Sexual Exploitation, Abuse and Harassment and Child Safeguarding. All staff are required to sign these policies as a condition of engagement with NCA.