Coach Support Case Manager Salary: £35,000 -£40,000 Purpose of the Role The Case Manager is responsible for managing all cases, enquiries and referrals to legal services made by coaches. This could include legal cases, dispute resolution, safeguarding and personal support enquiries. The Case Manager will manage relationships with individuals accessing the support services and other Stakeholders, including funders, and provide communication to all parties on the progress and status of cases. The individual will convene and attend the Coach Support Steering Group. The Case Manager is also responsible for providing administrative support to the legal support services contract. Additionally, they will be required to maintain accurate and confidential records and provide reporting and insight to key stakeholders on the progress of the contract and service provision. The post holder will be comfortable to work largely on their own initiative as part of the UK Coaching team. The main objectives are to: Manage enquiries and cases referred to UK Coaching for legal services. Ensure that cases are well-managed on a timely basis to high professional standards in accordance with relevant rules, regulations and guidance. Support the organisation in servicing the funder and stakeholder relationships and requirements. Core Responsibilities of the Role Coach Support Case Management Handle initial inbound support requests, across multiple channels. Understand and review the requirements of cases and triage support to coaches who seek advice and signpost to the most relevant service provided. Provide timely, accurate and confidential communication to coaches accessing the services. Liaise proactively with external suppliers and stakeholders to ensure that coach support is offered and progressing in a timely manner. Develop strong day-to-day working relationships with key suppliers of support services, including the primary contractor for legal services. Provide day to day management of coach support cases, efficiently and effectively in line with the appropriate policies, procedures and regulations. Managing correspondence and updating all support case files by accurately and consistently recording all communications and actions taken. Escalate any issues and complex cases to the Risk, Audit and Governance Manager and/or Head of Coaching and Policy for additional support. Carry out post case follow up including obtaining feedback from coaches and archiving of case files. Maintain qualitative data to enable accurate reporting. Contract Support Provide administrative services on behalf of the team and in line with the contract requirements. Support the organisation to manage the funder relationships and to develop future support services for coaches. Act as secretary to the Coach Support Steering Group, preparing relevant reports, case reports and insight in a timely and thorough manner. Enter all case enquires on the appropriate Case Management System and maintain all files in accordance with Company and Contract Policies and Agreements. Manage the coordination of learning activities, deliverable under the contract. Support the design and delivery of learning activities. About You Essential Experience of the administration of complex and varied casework. Excellent people skills, and experience in dealing with a wide range of service-users and stakeholders Excellent communication skills (written and oral), and confident to present to internal and external stakeholders. Calm under pressure Can work independently and as part of a team. Excellent planning and organisation skills. Able to handle discrete and confidential information and respond sensitively and confidentially. Experience in using Windows-based software applications, including Microsoft Word, Outlook and Excel and of using case management software. Desirable A legal qualification or experience Familiarity of employment law and/or safeguarding. Knowledge and experience of the sporting system, in particular the High-Performance Sport. This role may require you to work flexibly, in the interests of the coaches and stakeholders.