Reports & Complaints Advisor

7 months ago

London, United Kingdom CDC Group Full time

**Our mission and objectives**
- British International Investment is the UK’s development finance institution, owned by the UK Government. We invest with the aim of solving the biggest global development challenges by investing patient, flexible capital to support private sector growth and innovation.
- We have 75 years of experience successfully supporting the sustainable, long-term growth of businesses in Africa and Asia and have recently expanded to invest in the Indo-Pacific and Caribbean.
- We invest to achieve impact and a financial return, which is then reinvested for more impact. Over the past five years, we have committed £7 billion of new investments, with our net assets growing in value to approximately £8.1 billion. We are now invested in 1,400 businesses which directly employ over 950,000 workers and support many more. Over the next five years, we plan to grow further and aim to commit around £9 billion of new investments over the period.
- Our current five-year strategy responds to the opportunities and challenges facing developing and emerging economies. To ensure our capital is used in the best way possible to meet these opportunities and challenges, it sets out three clear strategic objectives - to invest in productive, sustainable, and inclusive development. These objectives mean an increased focus on climate finance, including investing in green infrastructure, financing digital transformation, and driving inclusive outcomes through gender and diversity finance.
- We changed our name to British International Investment in 2022 to more accurately reflect our central role in the UK Government’s international financing offer.
- In the last few years, we have expanded our presence in Africa and Asia by opening new offices in Bangladesh, Egypt, Kenya, Nepal, Nigeria, Pakistan, Ghana and Singapore, with further expansion planned.
- We take an entrepreneurial approach to investment. We think innovatively about ways to deploy our capital, attract and mobilise other investors, and drive transformational impact.
- Deliver impact. We are a team of over 600 and place immense value on diversity within our organisation.
- Read more about us and our strategy at co.uk

**Team and role overview**

The Information and Complaints office (the office) is one of the four specialist verticals within BII’s Compliance department, and it operates as an independent function. The Reports and Complaint (R&C) Advisor will be responsible for leading the information and complaints office, overseen by the Head of Compliance. Operating as an independent function, the R&C advisor will ensure reports and complaints received by BII are handled appropriately and coordinate with relevant internal stakeholders fairly and impartially. With a sound understanding of the timescales and deadlines associated with complex complaint resolution, the R&C Advisor will be required to review and respond to external reports and complaints related to Business Integrity (BI) and Environmental & Social (E&S) matters.

**Purpose**
In carrying out its mission, BII expects high Environmental & Social (‘E&S’) and Business Integrity (‘BI’) standards from all our investment partners and portfolio companies. These standards have been implemented for all new investments since 2012 and are outlined in our Policy on Responsible Investing (the Policy).

BII has a reporting and complaints mechanism to allow external parties to submit complaints. These could include reporting alleged breaches of the BI or E&S provisions of the Policy by BII, a BII investee, and complaints from any external stakeholder. The reporting and complaints mechanism rules are intended to provide a fair, predictable, and transparent process for reviewing and responding to reports and complaints and, in appropriate cases, to enable access to remedy.

In the initial stages of processing reports and complaints, the office aims to trigger action by BII’s deal teams (Investment, E&S and/or BI teams) to strengthen portfolio monitoring activities and demonstrate PRI adherence.

Where appropriate, the office may also facilitate and engage with the complainant and investee through a dispute resolution process or involve an independent consultant to assess the issues within the complaint.

**Responsibilities**

The key responsibilities of this role will include coordinating and managing complaints related to ESG and advising relevant stakeholders on the principles of confidentiality and anonymity that must be adhered to with respect to BI reports.

Specifically, the role entails (1) triggering actions by the E&S and BI teams to address issues through portfolio monitoring and (2) engaging consultants to undertake assessments if reports and complaints will be managed independently by the office. Throughout the case management process, this role requires continuous liaison with internal and external stakeholders to ensure timely responses and actions and oversee the implementat

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