We are looking for a highly motivated, detailed-oriented case manager/handler who can critically assess situations to identify risk and challenges, oversee regional helpline operators, escalate sensitive issues to appropriate channels, and develop effective remediation plans. This role involves managing and handling a caseload of worker inquiries and grievances, ensuring timely and effective resolution of their concerns according to standard protocols. The Case Manager will be responsible for assessing and reviewing information collected by the helpline operators, determining appropriate actions for case resolution and coordinating the corrective action plan with suppliers. Key Responsibilities 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. - 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 (, 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).