Job Advert Principal accountabilities: 1. To provide clerical and administrative support for the work of the BACP Register to agreed standards and deadlines and in particular with regard to complaints from initial panel stages to the hearing and post hearing stages. 2. To communicate both verbally and in writing with parties to a complaint keeping them regularly informed of the progress of the case and dealing with queries as they arise; corresponding with parties to the complaint and those relevant to processing the complaint explaining the format of the hearings and the process that will be followed; and communicating information about the procedures as appropriate to parties, members and applicants and members of the public about the conduct function and processes of the Register; 3. Managing and owning own portfolio of cases, responding to correspondence from complainants, BACP members and members of the public seeking advice and escalating issues where appropriate. 4. Chasing information from a variety of sources and preparation of folios of papers for panels and external contractors. 5. Assist in the arrangement, facilitation, support, servicing and scheduling of panel meetings including hearings and pre-hearing meetings, to ensure the smooth and efficient running of meetings and hearings. 6. To support the maintenance of up to date case filing systems to a high standard of accuracy and confidentiality ensuring the lawful processing of information and recording of risk. 7. Use initiative to identify matters that have a potentially serious impact on the work of the Register and bring to the attention of the appropriate person without delay. 8. To support the Hearings Manager, Scheduling Manager and Case Worker Manager with the day to day administrative operations in order to give a professional representation of the Register to internal and external stakeholders and to ensure the smooth running of the conduct processes. 9. To manage the Professional Conduct mailbox responding to queries from internal and external stakeholders in an efficient and timely manner. 10. Any other duties required as part of this role. 11. Knowledge & experience: * Proven experience as a Case Worker or similar role. * Experience of working within a fast paced and demanding role overseeing high volumes of caseloads. * Knowledge of the Professional Conduct Procedures and Ethical Frameworks. * Experience of dealing with vulnerable persons * Excellent communication and listening skills both verbally and written, together with dealing with difficult callers * Ability to implement and maintain effective relationships with people at all levels * Excellent planning and organisational skills, demonstrating an ability to work on own initiative, to organise and prioritise workload, whilst adhering to agreed deadlines. * Experienced in the use of Word, Excel, Outlook, internet and databases, having excellent data entry skills and an ability to check written material against criteria, demonstrating accuracy and attention to details. * Ability to maintain confidentiality and to consistently exercise discretion and diplomacy. * Ability to work independently without close supervision, as well as part of a team with a willingness to work with others to achieve desired outcomes.