At a Glance
- Tasks: Manage and resolve complaints, ensuring fairness and consistency in handling customer concerns.
- Company: Join British Gymnastics and be part of a team dedicated to safe sport and governance.
- Benefits: Gain valuable experience, develop your skills, and contribute to positive change in the organisation.
- Other info: Work in a supportive environment with opportunities for personal and professional growth.
- Why this job: Make a real difference by improving customer experiences and driving organisational improvements.
- Qualifications: Experience in complaint management and strong communication skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
We are looking for a Resolutions Partner to join our Governance and Safe Sport team.
This key role focuses on responding to complaints and concerns raised by our customers and members, 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.
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.
Qualifications
- 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.
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Resolutions Partner / Complaints Officer in Telford employer: British Gymnastics
As an Events Systems Officer, you will be part of a dynamic team dedicated to delivering exceptional national events across the UK, including locations like Newcastle, Surrey, and Liverpool. Our company fosters a collaborative work culture that values flexibility and teamwork, offering opportunities for professional growth and development in the sports sector. With a commitment to providing an uplifting experience for gymnasts and stakeholders alike, we ensure our employees are supported through comprehensive training and a strong emphasis on customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Resolutions Partner / Complaints Officer in Telford
✨Join Compliance Communities
Get involved in compliance and risk communities — both online and offline. Look for forums, LinkedIn groups, or even local meetups where compliance pros hang out. You never know who might drop a job opportunity your way!
✨Attend Industry Conferences
Keep an eye out for compliance and risk management conferences and workshops in your area. These events are a goldmine for networking, and they often have job boards or recruiters on-site looking for new talent. Plus, it’s a chance to learn what's trending in the field.
✨Leverage Your University Career Services
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✨Showcase Your Knowledge Online
Start writing articles or blog posts about compliance topics that interest you. Share them on platforms like LinkedIn to demonstrate your knowledge and passion. This not only builds your presence in the field but can also catch the attention of companies like British Gymnastics looking for candidates who are engaged and informed.
We think you need these skills to ace Resolutions Partner / Complaints Officer in Telford
Some tips for your application 🫡
Show Your Understanding of Compliance:In the compliance-risk field, it's super important to showcase your understanding of regulations and risk management frameworks. Highlight any relevant coursework, certifications (like ICA or AML), or even projects that demonstrate your knowledge and commitment to this area. We want to see how you can navigate this complex landscape!
Quantify Your Achievements:When detailing your experience, try to quantify your achievements. For example, if you've previously worked on a project that improved compliance metrics or reduced risk exposure, give us the numbers! This data-driven approach really stands out to hiring managers in compliance-risk roles.
Tailor Your CV to Reflect Relevant Skills:Make sure your CV highlights skills that are particularly relevant to compliance, like attention to detail, analytical thinking, and report writing. Ensure these are easy to spot – consider using bullet points to break down your responsibilities and achievements for maximum impact!
Craft a Motivating Cover Letter:In your cover letter, let us know why you’re excited about the compliance-risk role at British Gymnastics. Share what motivates you about compliance, and how you believe you can contribute to our mission. This is your chance to showcase not only your skills but also your passion for this important field!
How to prepare for a job interview at British Gymnastics
✨Master the Regulations
Brush up on key compliance regulations relevant to the industry you're applying to. Familiarising yourself with specific laws and frameworks used in your field will give you an edge during technical questions. Show that you’re not just aware of them but can also apply them—think real-life scenarios!
✨Show Your Analytical Skills
Compliance roles really focus on analytical skills, so be prepared for case studies or situational questions during the interview. We've got to demonstrate how we approach risk assessments or compliance audits, possibly drawing on examples from past experiences or university projects. Bring some thoughtful case scenarios to discuss!
✨Know Your Tools
Get comfortable with commonly used compliance software and tools. Familiarity with platforms like RSA or MetricStream can really impress during your interview, as it shows you're ready to hit the ground running. If you’ve had any experience with them, make sure to highlight that!
✨Align with Company Culture
Since it's a full-time position, show your long-term commitment and interest in the company’s mission and values. Dive into how your ethics and professional philosophy align with British Gymnastics’s stance on compliance. A shared vision can really resonate with interviewers looking for fit as much as skill!
