Want to make a positive difference to the future of people and our one shared home, the Earth? Working at WWF could be your opportunity of a lifetime. All around the world, people are waking up to the deepening crisis of nature loss. A growing realisation that nature is our life-support system. And that nobody will be spared from the impacts of its loss. Here at WWF, we are helping to tackle this enormous global challenge. Our people come from hugely diverse backgrounds and with a variety of expertise, ranging from HR and finance to advocacy and conservation science. We welcome applications from anyone who believes they can help us create a better future for people and wildlife. What we do We are an independent conservation organisation, striving to sustain the natural world for the benefit of people and wildlife. From individuals and communities to business and government, we are part of a growing coalition calling on world leaders to set nature on the path to recovery by 2030. Together, we seek to protect and restore natural habitats, stop the mass extinction of wildlife, and make the way we produce and consume sustainable. Contract term: 2 years fixed term Preferred location: Zeist, NL; Woking, UK or Nairobi, Kenya 1 MISSION OF THE DEPARTMENT WWF’s mission is to stop the degradation of the planet's natural environment and to build a future in which humans live in harmony with nature. To further strengthen WWF’s social and environmental accountability system, WWF has established an independent Office of the Ombudsperson (Office) headed by an Ombudsperson. The Ombudsperson operates independently of conservation activities and is accountable to the WWF International Board. The Office of the Ombudsperson is responsible for responding to complaints from people who are or may be impacted by WWF project activities. The primary outcome of the work of the Office will be to address the complaints and help improve the sustainability of WWF projects. 2 MAJOR FUNCTIONS Manage complaint cases dealt with by the Office, with a focus on dispute resolution and collaborative problem-solving; Fulfil reporting requirements on cases and other Office-related matters; Substantively contribute to the development of the Office’s procedures in terms of the Operating Framework; Collaborate with the Ombudsperson in development, implementation and adaptation of the Office’s strategy; Collaborate with the Advisory Lead on the Office’s internal and external capacity building initiatives and stakeholder engagement; Communicate the vision of the Office internally in order to build commitment and action toward results; Provide clear and powerful communication, both internally and externally, on technical issues related to the Office’s goals and outcomes; Manage recruitment of consultants to work on Office-related tasks, specifically focused on complaint management. 3 MAJOR DUTIES AND RESPONSIBILITIES Manage and administer dispute resolution processes for complaint cases being dealt with by the Office; Manage case budgets; Develop and manage a process for tracking cases; Develop and ensure implementation of a case management system that meets the requisite data protection requirements; Build and manage a database and establish a network of consultants with mediation and other relevant capabilities to work with the Office on a case-by-case basis; Prepare requisite reports on cases for the Ombudsperson and other relevant stakeholders; Create and implement case-handling protocols, and develop and implement internal guidance and procedures in terms of the Office’s Operational Framework; Collaborate with the Ombudsperson in running all activities required to finalise and implement the Office’s procedures; Instil a culture of innovation and learning in the Office; Collaborate with the Ombudsperson on peer review, and transparent external and internal reporting on all critical contributions and progress; Manage consultants on a case-by-case basis and ensure consistency in approach and performance. 4 PROFILE Required Qualifications: University Degree in conflict management, dispute resolution, international relations, law, development studies or related field; Extensive experience in mediation and/or managing complex development and/or conservation disputes on a global scale, with particular expertise in the handling of complaints by an independent complaints office; Experience in managing the implementation of environmental and social policies – within the conservation sector an asset; Perfect command of English language and any other language/s an asset, particularly French or Spanish. Required Skills and Competencies: Excellent problem-solving skills and evidence of diplomatic characteristics; Excellent mediation and alternative dispute-resolution abilities; Excellent communication and interpersonal skills; Excellent oral and written communication skills; Ability to engage and connect with a broad range of people, and work as part of a multi-dimensional team; Management/mentoring skills to motivate and develop team members; Clarity of thought, able to take decisions and provide content leadership; Energetic and passionate about communities, dispute resolution and conservation; Able to navigate complex issues and organisational complexity, and executes high-quality work in a timely way; Capacity to innovate and adapt for maximum output; Decision-making skills with strong business acumen and a drive for results; Ability and flexibility to travel is a key component; Identifies and aligns with the core values of the WWF organisation: Courage, Integrity, Respect and Collaboration. 5 WORKING RELATIONSHIPS Internal: Works closely with the Ombudsperson and other Office staff; engages on an ongoing basis with international and country office staff; engages with WWF Boards and National. External: External partners including leaders in governments, intergovernmental institutions, business and industry, NGOs and local communities, as required. How to apply Only one single document can be uploaded through our platform. Upload your covering letter and CV as one file . We will not accept applications without CV and Covering Letter. For England based candidates, the salary range we are looking at is 66k - 82k GBP gross/year. Deadline for applications: by 31 October 2024 Work permit restrictions may apply. Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert early. WWF is an equal opportunity employer and committed to having a diverse workforce. WWF promotes affirmative action to assure equal employment opportunities for all qualified individuals regardless of age, race, color, sex, religion, national origin, disability, or veteran status.In the administration of its employment policies and practices, WWF does not discriminate on the basis of race, color, religion, sex, national origin, citizenship, age, personal appearance, family responsibilities, sexual orientation, gender identity, marital status, disability, veteran status, matriculation, political affiliation.