We are looking for a Resolutions Partner to join our Governance and Safe Sport team. This is a key role focused on responding to complaints and concerns raised by our customers and members and ensuring they are handled consistently, fairly, and effectively. You will investigate and manage complaints and disciplinary referrals in line with our Complaints and Disciplinary Policy and support the continuous improvement of our services and customer experience. You will also play an important role in identifying learning from complaints and using insight to drive positive change across the organisation. Reporting to the Resolutions Manager you will work closely with colleagues across British Gymnastics and support the effective operation of the Case Management Team and Case Panel processes.
Responsibilities
* Manage and resolve complaints in line with British Gymnastics policies and agreed standards
* Act as the first point of contact for formal and escalated complaints
* Investigate complaints and disciplinary referrals acting as Lead Officer where required
* Support Case Management Team and Case Panel processes including reporting and administration
* Handle sensitive cases on behalf of senior leaders with professionalism and empathy
* Maintain accurate records and ensure complaints are resolved fairly and timely
* Produce insight and reports to identify themes, risks and improvement opportunities
* Use learning from complaints to support service and customer experience improvements
* Work collaboratively across teams to embed good complaints practice
* Uphold safeguarding, safe sport, inclusive practice and data protection at all times
Qualifications
* Experience of complaint management case work investigation or similar complex case handling
* Ability to manage sensitive and sometimes distressing matters with professionalism, empathy and discretion
* Strong written and verbal communication skills with the ability to respond clearly and sensitively
* Experience of conducting difficult conversations and managing conflict
* Strong organisational skills with the ability to prioritise work and manage competing demands
* Experience of analysing data, insight and using root cause analysis to drive improvement
* Ability to work impartially with a strong understanding of fairness, consistency and due process
* Confidence building relationships and influencing stakeholders across an organisation
* Good understanding of data protection, confidentiality and information management
* Ability to work independently within a clear decision making framework
* Commitment to safeguarding, inclusion and organisational values
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