Regulatory Assistant in Lutterworth

At BACP, we operate a hybrid working policy, whereby we expect to see colleagues at BACP House in Lutterworth as required.

Regulatory Assistant Accountabilities

• 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.
• Flag high risk incoming complaints/matters to the senior team and ensure these are progressed expeditiously.
• Act as the main point of contact for parties and contractors, especially with regard to complaints from reception to initial panel stages.
• Maintain up to date logs of incoming conduct complaints, liaising with the team in writing, creating electronic files, liaising with Membership regarding member status, recording all communications and issuing reminders for action to the team promptly and accurately.
• 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, while managing retention of emails in line with the Register retention policy.
• Communicate and correspond with third parties when necessary, such as external solicitors, clerks, panel members in relation to legal and technical matters, to effectively implement the Register’s conduct functions.
• Support the maintenance and archiving of up to date filing systems, and efficiently and accurately transfer recordings from relevant devices onto BACP’s IT systems in accordance with prevailing protocols.
• Research and book suitable external conference facilities, accommodation and catering for hearings and training events as required, and arrange and administer hearing facilities at the BACP offices to support the Register department’s public protection function.
• 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.
• Chase information from a variety of sources and assist the team in preparing folios of cases for panels and external contractors.
• Assist with the organisation and administration of training events, liaising with external contract for services staff, dealing with enquiries, and preparing and issuing documentation relevant to business needs, ensuring staff receive suitable up-to-date training to support the Register department’s public protection function.
• Assist the Register in collating information for the Professional Standards Authority and the Public Protection Committee.
• 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 workload whilst adhering to agreed deadlines.
• Experience in the use of Microsoft 365, internet and databases, possessing excellent data entry skills and an ability to check written material against criteria, demonstrating accuracy and attention to detail.
• Ability to communicate clearly and accurately with excellent written and verbal communication skills.
• Ability to maintain confidentiality and 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.
• Flexible approach to work and ability to handle multiple tasks.
• Committed to delivering high quality customer service.
• Enthusiastic and reliable.

Benefits

• 25 days annual leave (pro-rata plus bank holidays) growing to 30 with long service.
• Contributory pension scheme and salary sacrifice in place.
• Life assurance scheme, paying 4x annual salary.
• Enhanced maternity pay.
• Health cash plan (voluntary).
• Access to Lifeworks EAP.
• Learning and development opportunities.
• Hybrid working with core hours.
• Job sharing opportunities.
• Free parking.