At a Glance
- Tasks: Manage and resolve complaints, ensuring fairness and professionalism in all interactions.
- Company: Join Archery GB, a leader in promoting safe sport and governance.
- Benefits: Competitive salary, professional development, and a supportive team environment.
- Other info: Opportunity for career growth and to work with passionate individuals.
- Why this job: Make a real difference in the sports community by enhancing customer experience.
- Qualifications: Experience in handling complex complaints and strong communication skills.
The predicted salary is between 30000 - 40000 £ per year.
Our Values
- We value people for who they are and what they do
- We choose to work and learn together
- We strive for excellence
- We always act with integrity
Job Purpose
We are looking for a Resolutions Manager to join our Safe Sport and Governance team. This is a key role focused on responding to disciplinary and conduct concerns, as well as complaints and concerns raised by our customers relating to the products and services of Archery GB. This role is ideal for someone experienced in managing complex complaints, who can stay calm under pressure whilst also consistently demonstrating a high level of empathy, fairness and professionalism. You will take ownership of, investigate and manage complaints and disciplinary referrals in line with our Policies, Rules and Terms and Conditions of Membership from start to finish. You will also support the continuous improvement of our services and customer experience, playing a key role in identifying trends, learning from complaints and using insight to drive positive change across the organisation. You will liaise with internal teams and external stakeholders, maintaining accurate records and providing clear case summaries where required. You will be expected to assist in the presentation of Disciplinary Cases to the relevant decision-making body, such as the Case Management Panel or Disciplinary Panel. Reporting to the Director of Safe Sport and Governance, you will work closely with colleagues across Archery GB and support the effective operation of the wider Safe Sport and Governance Team.
Key Responsibilities
- Triage, manage and resolve complaints effectively and appropriately, delegating matters to the appropriate level within the network (club/county/region) in accordance with Archery GB policies and agreed standards.
- Act as the first point of contact for formal and escalated complaints.
- Investigate disciplinary matters as required, including presenting to the relevant panel for decisions and outcomes.
- Support the Archery GB network of clubs, counties and regions to ensure that cases which are dealt with locally are handled promptly, fairly and in line with Archery GB policies and relevant national guidance.
- Handle sensitive cases on behalf of senior leaders with empathy and professionalism.
- Produce insights from complaints and disciplinary matters to report to the board and stakeholders as well as to drive learning and development internally.
- Uphold safe sport, inclusive and data protection practices at all times.
Key Activities
- Act as the primary point of contact for managing and resolving lower-level concerns and disciplinary complaints within the sport, providing clear communication and updates throughout the process, including the support for Club, County & Regional Chairs, Welfare Officers and other key volunteers in carrying out their roles.
- Conduct thorough, evidence-based investigations; identify root causes and recommend corrective/preventive actions, producing accurate case records, dashboards and trend analyses that inform leadership decision making.
- Maintain a professional, empathetic and solution-focused approach to enhance trust and satisfaction, ensuring that any investigation is fair, thorough and proportionate to the complexity of the complaint.
- Champion process enhancements, guidance updates and training based on lessons learned to support staff and volunteers on complaints processes and effective communication.
- Ensure that all concerns relating to poor practice/potential abuse reported to the organisation are responded to and managed appropriately through the Case Management System.
- Work with colleagues across the organisation to ensure that cases are appropriately allocated and concerns are identified and actioned, whilst supporting operational teams to resolve issues and address systemic improvements; escalating high-risk matters appropriately.
- Support the Director of Safe Sport and Governance in reporting cases to the CMP, including attending CMP meetings as required.
- Responsible for maintaining own professional development and to be aware of current practices and developments to fulfil the role effectively.
Key Relationships / Interfaces
- Director of Safe Sport & Governance.
- The Safe Sport Team.
- Independent Case Management Panel Chair and Members.
- Archery GB staff, members and volunteers.
- External organisations where necessary.
- Volunteers including Regional, County and Club Chairs and Welfare Officers.
Key Measures
- Timely and accurate management of cases.
- Positive feedback from complainants and stakeholders.
- Delivery of insightful case trends and data to support improvement.
Resolutions Manager in Newport employer: Archery GB
Archery GB is an exceptional employer that prioritises the well-being and development of its employees, fostering a collaborative and inclusive work culture. As a Resolutions Manager, you will have the opportunity to make a meaningful impact by enhancing customer experiences and driving positive change within the organisation, all while benefiting from professional growth opportunities and a supportive team environment in a dynamic sport-focused setting.
StudySmarter Expert Advice🤫
We think this is how you could land Resolutions Manager in Newport
✨Join HR Networks
Get involved in HR-specific communities, like the Chartered Institute of Personnel and Development (CIPD) and local HR meetups. This is a fantastic way to connect with industry professionals and learn about job openings before they even hit job boards!
✨Make Your Presence Known
Attend HR conferences and workshops in your area to network with potential employers. Don't be shy—introduce yourself, exchange business cards, and let them know you're keen on a full-time role in HR. Who knows, you might just land a friendly face at Archery GB!
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We think you need these skills to ace Resolutions Manager in Newport
Some tips for your application 🫡
Show Off Your HR Skills:When you’re crafting your CV, make sure you highlight specific HR skills that are relevant to the role at Archery GB. Include any experience with recruitment processes, employee relations, or performance management, and don’t forget to mention your familiarity with HR software or tools that could give you an edge.
Tailor Your Cover Letter:Your cover letter is your chance to shine, so tailor it to Archery GB and the specific HR role. Highlight your passion for people management and how your unique approach can help foster a positive workplace culture. Be sure to sprinkle in examples from your past experiences that illustrate your problem-solving abilities and interpersonal skills.
Include Relevant Certifications:If you’ve got any HR certifications or relevant training under your belt, be sure to showcase them! These qualifications can really set you apart from other candidates when applying for this full-time HR position at Archery GB. List them prominently on your CV to catch the hiring manager's eye.
Align with Company Culture:Make sure your application speaks to Archery GB's values and culture. Research the company and align your experiences or values with what they stand for. This will show them that you're not only a fit for the role but also for the overall vibe of the team and organisation.
How to prepare for a job interview at Archery GB
✨Brush Up on HR Best Practices
As you're diving into human resources, it’s crucial to be well-versed in the latest HR practices and legislation. Get familiar with key topics like employee engagement, talent acquisition, and diversity initiatives, as these could easily pop up in your interview with Archery GB.
✨Know Your Recruitment Tools
Most HR roles involve using various recruitment tools and ATS (Applicant Tracking Systems). Make sure you can comfortably discuss platforms like Workday or Greenhouse. If you've had direct experience, share those examples; if not, show your eagerness to learn!
✨Highlight Your People Skills
A full-time HR role at Archery GB will require strong interpersonal skills. Prepare to share stories that demonstrate how you’ve successfully navigated conflicts or supported team members in past experiences. Authenticity goes a long way in this field.
✨Stay Current with HR Trends
Being up to speed with current HR trends, like remote working protocols or mental health initiatives, can set you apart. Be ready to discuss how these trends could impact Archery GB and how you would contribute to adapting HR strategies.
