Complaints and Compliance Coordinator

Starting Salary: £26,000 to £28,080 per annum depending on experience (Band B to B1)

Hours: Full-time, 37 hours, 5 days per week

The British Association for Behavioural & Cognitive Psychotherapies (BABCP) is the lead organisation for Cognitive Behavioural Therapy (CBT) in the UK and Ireland. We are a growing organisation which aims to improve the mental health of people across the United Kingdom and the Republic of Ireland, through furthering research and good practice in CBT and related professions. We have more than 27,000 members across the UK, Ireland and overseas, and a growing staff team, who work remotely.

We are looking for an experienced Complaints and Compliance Coordinator to join the complaints department to provide efficient and professional administration of the complaints process, ensuring accurate record-keeping, timely assessment, and handling of cases in line with BABCP procedures, and effective coordination and support for panels to enable fair and well-informed decision‑making.

What you’ll be doing

• To keep accurate documentation when logging all complaints, ensuring accurate records for all correspondence.
• To set up case files and ensure all correspondence is in a central location for each complaint.
• To ensure that all formal complaints are managed in accordance with the BABCP Complaints Procedures.
• To ensure that all complaints are dealt with in a timely and professional manner and investigated as directed.
• To undertake the initial assessment of complaints on receipt, including reviewing whether complaints meet the initial threshold requirements set out in the BABCP Complaints and Disciplinary Procedures and acknowledging them within specified timeframes.
• To identify complaints that are out of scope, vexatious, or otherwise unsuitable for progression, and prepare reasoned recommendations for closure or non‑progression.
• To support with scheduling the meeting and preparing case files for the panel meetings.
• To set up meetings for the purpose of hearing complaints in liaison with all relevant parties.
• To support panellists (across the various complaints panels) to ensure that they have all the necessary information to deliver their role effectively.
• To gather supporting documentation and data for the purpose of meetings and decision making.
• To monitor the Complaints inbox, action and refer as required, exercising sound professional judgement in prioritising, responding to an escalating communication.
• To ensure that at every stage of the complaints procedure service users and members receive timely updates regarding the progress of their respective complaints.

What we’re looking for

• Experience of working in a similar role and within a regulated environment where standards are set and enforced.
• Experience of assessing, analysing or triaging complaints, enquiries or referrals, including applying procedural or threshold criteria.
• Proven administrative experience and confidence working with case management systems or similar databases.
• Demonstrable skills in identifying risk, safeguarding concerns and matters requiring escalation.
• Ability to exercise sound professional judgment within a defined framework and justify rationale for decisions made, with strong customer service and interpersonal skills.
• Excellent IT skills, particularly in Microsoft Outlook, Word and Excel, and the ability to learn new systems quickly and able to contribute to the preparation of reports relating to compliance and operational efficiency.
• Excellent written and verbal communication skills with high level of accuracy and strong attention to detail.
• Able to maintain impartiality and hear difficult information in a non‑judgemental manner.

BABCP supports and promotes Equality, Diversity and Inclusion. We welcome applications from people of all backgrounds.