Resolutions Partner / Complaints Officer in Newport

Gymnastics isn’t just a sport—it’s a powerful force for change. We believe in the power of gymnastics to change lives, enrich communities, and deliver an uplifting gymnastics experience for all across the UK. At the heart of this are the people who make up the gymnastics community – gymnasts, parents, coaches, clubs, officials and volunteers – working together in communities across the country. As the national governing body for gymnastics in the UK, we work in partnership with our members to lead, support and inspire, helping to shape a bright future for our sport. Our vision, Leap Without Limits, is underpinned by the values of being Aspirational, Supportive and Inclusive. Together, we’re building a sport where everyone feels welcomed, encouraged and able to thrive. This role is an important part of making that vision a reality.

Hours: 37 hours per week

Salary range: £26,699 to £28,650 per annum (dependent upon experience)

Location: This is a dual based role working from Lilleshall National Sports Centre, nr Newport, Shropshire (2 days a week) and from home or home based role with national travel as required

Contract type: Temporary for 1 year.

The Opportunity

We are looking for a Resolutions Partner to join our Governance and Safe Sport team. This is a key role focused on responding to complaints and concerns raised by our customers and members and ensuring they are handled consistently fairly and effectively. You will investigate and manage complaints and disciplinary referrals in line with our Complaints and Disciplinary Policy and support the continuous improvement of our services and customer experience. You will also play an important role in identifying learning from complaints and using insight to drive positive change across the organisation. Reporting to the Resolutions Manager you will work closely with colleagues across British Gymnastics and support the effective operation of the Case Management Team and Case Panel processes.

Main responsibilities

• Manage and resolve complaints in line with British Gymnastics policies and agreed standards
• Act as the first point of contact for formal and escalated complaints
• Investigate complaints and disciplinary referrals acting as Lead Officer where required
• Support Case Management Team and Case Panel processes including reporting and administration
• Handle sensitive cases on behalf of senior leaders with professionalism and empathy
• Maintain accurate records and ensure complaints are resolved fairly and timely
• Produce insight and reports to identify themes risks and improvement opportunities
• Use learning from complaints to support service and customer experience improvements
• Work collaboratively across teams to embed good complaints practice
• Uphold safeguarding safe sport inclusive practice and data protection at all times

About you

We’re looking for someone who can demonstrate:

• Experience of complaint management case work investigation or similar complex case handling
• Ability to manage sensitive and sometimes distressing matters with professionalism empathy and discretion
• Strong written and verbal communication skills with the ability to respond clearly and sensitively
• Experience of conducting difficult conversations and managing conflict
• Strong organisational skills with the ability to prioritise work and manage competing demands
• Experience of analysing data insight and using root cause analysis to drive improvement
• Ability to work impartially with a strong understanding of fairness consistency and due process
• Confidence building relationships and influencing stakeholders across an organisation
• Good understanding of data protection confidentiality and information management
• Ability to work independently within a clear decision making framework
• Commitment to safeguarding inclusion and organisational values

Closing date for applications: Midnight on Wednesday, 15th July 2026. We reserve the right to close the recruitment process early if a suitable appointment is made, so early application is encouraged. We are committed to building a diverse and inclusive organisation. We particularly welcome applications from women, people with disabilities, people from ethnically diverse communities, and people who identify as LGBTQIA+, as these groups are currently under‑represented in our workforce.

2 wellbeing days a year

Weekly exercise and wellbeing hours

Salary sacrifice pension scheme

31 days holiday plus bank holiday and company days

Lilleshall National Sports Centre, Newport, Shropshire, TF10 9AT, United Kingdom