Consultant, Human Rights & Grievance Mechanisms

• Assess and guide Helpline operators to collect detailed case information, assess the nature and severity of the concerns, and provide appropriate guidance and support for escalation and resolution;  

• Facilitate timely and effective resolution of grievances and communicate clear outcomes to customers according to protocols;  

• Manage caseload on the customer relationship management (CRM) system, keeping records up to date and in line with protocols;  

• Coordinate with both internal and external stakeholders, including LRQA project managers, helpline operators, data analysts, and buyers/suppliers to ensure a collaborative and timely approach to case resolution;  

• Evaluate evidence and remediation actions submitted by supplier/buyer, guiding Helpline operators to take appropriate follow-up actions;  

• Ensure compliance with local laws through close collaboration with NGO partners, while also providing guidance to suppliers/buyers on industry best practices;  

• Maintain accurate and up-to-date case records and documentation, adhering to confidentiality and data protection guidelines;  

• In partnership with the Data Manager and IT Specialist, identify opportunities for system and process improvement to enhance the grievance experience;  

• Stay up to date on relevant/applicable human and labour rights practices, policies, and regulations. 

Qualifications: 

• Bachelor’s or master’s degree in social work, human rights, law, political science  or a related field  
• 4-6 years of relevant professional experience  
• Detail-oriented and client focused  
• Strong problem-solving and analytical skills to address complex situations and identify appropriate solutions  
• Takes initiative and is able to work autonomously  
• Ability to handle sensitive and complex situations with professionalism and discretion  
• Demonstration a successful collaboration with different parties and stakeholders  
• Experience in handling complex social and workplace matters preferred  
• Familiarity with labour rights, international human rights frameworks (e.g., UNGPs, ILO Core Conventions, OECD Guidelines) and/or effective grievance mechanisms preferred 
• Basic understanding of social due diligence methodologies and corrective action plans (CAPs) 
• Near native / fluent, both spoken and written in: English (required) and Spanish (required)