Job Advert At BACP, we operate a hybrid working policy, whereby we expect to see colleagues at BACP House in Lutterworth as required Regulatory Assistant Accountabilities: 1. To assist with the administration of BACP Association Conduct Procedures and Application disclosures ensuring the timely set up of manual incoming complaints and actioning acknowledgments to parties. To flag high risk incoming complaints/matters to the senior team and ensure these are progressed expeditiously. Acting as the main point of contact for parties and contractors and in particular with regard to complaints from reception to initial panel stages 2. To maintain up to date logs of incoming conduct complaints, liaising with the team in writing associated correspondence, creating electronic files, liaising with Membership in relation to the status of members, recording all communications and issuing reminders for action to the team in a timely and accurate manner 3. To manage, maintain and coordinate the mailboxes associated with the Case Assessment Team assessing queries and actioning in writing or by telephone and forwarding where necessary. Manage the retention of incoming and sent emails in line with the Register retention policy 4. To communicate and correspond with third parties when necessary such as external solicitors, clerks, panel members in relation to legal and technical matters for the purpose of the effective implementation of the Register’s conduct functions 5. To support the maintenance and archiving of up to date filing systems, and to efficiently and accurately transfer recordings from relevant recording devices on to BACP’s IT systems in accordance with prevailing protocols 6. To research and book suitable external conference facilities, accommodation and catering for hearings and training events as required, and to arrange and administer hearing facilities at the BACP offices in order to support the Register department carry out its public protection function 7. To liaise with the team to promote excellent customer care to all stakeholders through the timely and effective handling of telephone and written enquiries on sensitive matters such as complaints, and the Register’s conduct procedures 8. To chase information from a variety of sources and assist the team in preparing folios of cases for panels and external contractors 9. To provide assistance with the organisation and administration of training events, to include liaising with external contract for services staff, dealing with enquiries and the preparation and issue of documentation relevant to business needs, ensuring that external contract for services staff have suitable up to date training to support the Register department’s public protection function 10. To assist the Register in collating information for the Professional Standards Authority and the Public Protection Committee 11. To assist colleagues, peers and managers to achieve team priorities, objectives, targets and goals Knowledge & Experience * Proven experience as an Administrative Officer or similar role * Excellent planning and organisational skills, demonstrating an ability to work on own initiative, to organise and prioritise work load, whilst adhering to agreed deadlines * Experienced in the use of Microsoft 365, 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 communicate clearly and accurately with excellent written and verbal communication skills * Ability to maintain confidentiality and to consistently exercise discretion and diplomacy with a willingness to work with others to achieve desired outcomes * Good interpersonal skills with the ability to deal with both internal and external stakeholders efficiently and professionally * Have a flexible approach to work with an ability to handle multiple tasks * Committed to delivery high quality customer service * Enthusiastic and reliable