At a Glance
- Tasks: Manage and resolve complaints, ensuring fairness and effective communication.
- Company: Join British Gymnastics, a community-focused national governing body.
- Benefits: Competitive salary, flexible working options, and a supportive team environment.
- Other info: Opportunity for career growth and to uphold values of inclusion and safeguarding.
- Why this job: Make a real difference in the gymnastics community and drive positive change.
- Qualifications: Experience in complaint management and strong communication skills required.
The predicted salary is between 26699 - 28183 £ per year.
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.
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 Sunday 31st May 2026. We reserve the right to close the recruitment process early if a suitable appointment is made, so early application is encouraged. Interviews for early applicants will take place on 9th June 2026.
Hours: 37 hours per week
Salary range: £26,699 to £28,183 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.
Complaints Officer in Telford employer: British Gymnastics
At British Gymnastics, we are dedicated to fostering a supportive and inclusive work environment that empowers our employees to thrive. As a Complaints Officer, you will play a vital role in enhancing the gymnastics community across the UK, with opportunities for professional growth and development while working from the scenic Lilleshall National Sports Centre. Our commitment to safeguarding and continuous improvement ensures that you will be part of a team that values your contributions and prioritises the well-being of all members.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Officer in Telford
✨Get Involved Locally
Dive into local volunteer opportunities or social initiatives. This not only beefs up your CV but also connects you with like-minded folks in nonprofits. Plus, it shows your passion for social impact, which is key for getting noticed by British Gymnastics.
✨Tap into Professional Networks
Join networks like the National Council for Voluntary Organisations (NCVO) or local charities to meet professionals in the sector. Attend events and workshops to build relationships and learn about potential openings at organisations like British Gymnastics.
✨Showcase Your Commitment
When prepping for interviews, be ready to speak about your personal connection to social issues. Dive into specific examples of how you’ve contributed to community projects – this will resonate with the mission-driven vibe at British Gymnastics.
✨Utilise Online Platforms
We’re all about making connections, so use platforms like Idealist and CharityJob to hunt for full-time roles. And of course, you should keep an eye on our website for exciting opportunities at British Gymnastics. Apply directly through us to stand out!
We think you need these skills to ace Complaints Officer in Telford
Some tips for your application 🫡
Show Your Passion for the Cause:In the nonprofit sector, it's super important to demonstrate genuine passion for the mission of British Gymnastics. Use your cover letter to showcase any personal experiences or volunteer work that connects you to their social impact initiatives. This emotional connection can really help your application stand out.
Highlight Relevant Experience:When crafting your CV, be sure to include any relevant projects or roles that showcase your skills in social impact. Whether it's community organising, fundraising, or advocacy, highlight what you've done and the difference it's made. Don’t just list tasks; quantify your achievements and the outcomes of your efforts.
Tailor Your Documents to the Role:For a full-time role like Complaints Officer, ensure your CV and cover letter specifically address the responsibilities outlined in the job description. Use their language to describe your skills and experience, making it easy for the hiring team to see how you fit into their vision.
Emphasise Teamwork and Collaboration:Nonprofits thrive on teamwork, so make sure to emphasise your collaborative experiences. Whether you've worked in a team setting, partnered with community organisations, or facilitated group projects, highlight these experiences in your application. Show them you understand the importance of working alongside diverse individuals to achieve shared goals.
How to prepare for a job interview at British Gymnastics
✨Show Your Passion for Social Change
When we’re prepping for interviews in the nonprofit space, it's vital to demonstrate our genuine passion for social impact. Be ready to discuss not just your skills and experiences but also why you care about the mission of British Gymnastics. Sharing personal stories or insights can really make us stand out.
✨Highlight Project Experience
We should focus on specific projects we've worked on that align with the goals of social impact. Whether that’s a community initiative, volunteering, or a class project, having solid examples that showcase our role and the outcomes will resonate well with the interviewers.
✨Familiarity with Relevant Tools and Practices
Let’s brush up on tools and methodologies commonly used in the nonprofit sector, like project management software or outcome measurement frameworks. Being able to speak fluently about these will show that we’re not just passionate but also knowledgeable and ready to hit the ground running.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that evaluate our problem-solving skills in real-world social issues. Think about how we’d handle challenges in the nonprofit environment and prepare stories that demonstrate our critical thinking and adaptability. Role-playing with a friend could help us feel more confident!
