Vacancy: Complaints & Investigations Manager

This is a great opportunity to join a ground-breaking organisation at an exciting point in its development. IMPRESS is the first press regulator in the UK to be externally recognised as independent and effective under the Royal Charter for self regulation of the press, giving publishers the freedom to report hard-hitting stories and the responsibility to behave fairly if complaints are made against them.

IMPRESS’s growing membership already includes more than 80 news publications from hyperlocals to international investigative platforms. They publish a wide range of community news, investigative reporting and political commentary. They are an important part of the future of the news media, at a time of crisis over ‘fake news’ and collapsing business models elsewhere in the media.

The Complaints & Investigations Manager is responsible for providing advice and support on regulatory issues and relationships, and on ensuring that complaints, investigations and requests for arbitration are managed in accordance with the IMPRESS Regulatory Scheme. This is an excellent and challenging opportunity for an individual with experience of working in a legal or regulatory environment to join a new, ambitious and fast developing organisation.

The position is based in IMPRESS’s smart new offices in the heart of London, within a short walk of Blackfriars Underground Station. The post holder will report to the Chief Operating Officer. 

Key Responsibilities

  • Ensure a fair and effective process for assessing publisher compliance with IMPRESS’s internal governance requirements
  • Ensure a fair and effective process for handling complaints about our regulated publishers in line with the IMPRESS Regulatory Scheme. This includes responding directly to complainants in a professional and courteous manner
  • Act as Secretariat for Regulatory Committees, ensuring that papers are prepared and circulated well in advance of meetings
  • Draft adjudications for the Regulatory Committee and finalise adjudications considering any feedback
  • Manage a small but growing team of complaints and investigations staff
  • Ensure that complaints and investigations data are accurately entered and managed in the regulatory database in line with the Regulatory Scheme, Charter criteria and relevant data protection law
  • Provide recommendations to the senior management and Board as to the need for any modifications to the IMPRESS Regulatory Scheme and related procedures in light of experience
  • Provide recommendations to the senior management and Board as to the need for any investigations into serious or systemic breaches of the IMPRESS Standards Code and/or governance requirements by our publishers
  • Ensure a fair process for investigations in line with the IMPRESS Regulatory Scheme
  • Draft investigation reports for the Board and senior management
  • Provide recommendations to the Board as to the appropriateness of arbitration to resolve legal disputes between claimants and publishers
  • Liaise with CIArb and directly with appointed arbitrators to ensure that arbitrations are effectively administered
  • Provide advice on policy issues, including compliance with the Royal Charter on Self-Regulation of the Press and related issues
  • Act as Secretariat for the Code Committee, including drafting Code guidance, writing and circulating papers and taking minutes at committee meetings
  • Facilitate meetings of the Code Committee and any other working groups as required by the Board or CEO
  • Support the Code Committee in carrying out annual and ad hoc reviews of the Standards Code and Code Guidance
  • Provide training and feedback to publishers on issues arising from IMPRESS’s regulatory activities

Person Specification

Essential Criteria

  • Degree-level qualification in law or a related policy field
  • Demonstrable experience of complaints management/investigations within a regulator, complaints management body, professional association or a regulated organisation
  • Outstanding written communication skills
  • Strong verbal communication skills
  • Demonstrable high levels of Integrity
  • Demonstrable commitment to the aims and objectives of IMPRESS
  • Demonstrable resilience and ability to work under pressure

Desirable Criteria

  • Understanding of media law
  • Understanding of journalism ethics
  • Knowledge and experience of arbitration


Location:                    IMPRESS, 16-18 New Bridge Street, EC4V 6AG
Salary:                         £48,000
Hours:                         Monday to Friday, 09:00–17:30 with 1hr lunch, 37.5hrs per week
Reporting to:            Chief Operating Officer
Contract:                    Full time, permanent
Closing date:             Midday on 19th February

To apply for this role, please email your Equality & Diversity Monitoring Form, CV and a cover letter explaining why you are the most suitable candidate for this job to with the subject line "Complaints Role".

IMPRESS is committed to the aims of its Equality & Diversity Policy. This includes not discriminating under the Equality Act 2010, and encouraging equality and diversity. In order to apply for a job at IMPRESS, we require that you complete a form to help us achieve these aims. Please click here to download our Equality and Diversity Monitoring Form and return the completed form along with your application. This form will be separated from the application and kept anonymous. The information you provide will stay confidential, and be stored securely. The content of this form is entirely unconnected to the success of your application.