JOB PURPOSE
Reporting to the CEO, the Complaints Manager is responsible for overseeing the end-to-end complaints process, ensuring all member concerns are handled promptly, fairly, and in line with the PRCA Complaints Procedure.
MAIN DUTIES AND RESPONSIBILITIES
- Lead and manage the complaints handling process from receipt to resolution.
- Ensure compliance with relevant legislation, industry standards, and internal policies, including the PRCA Code of Conduct and Code for Professional Lobbying.
- Work with the PRCA Standards Committee investigating member complaints, liaising with relevant teams to gather evidence and agree resolutions.
- Respond to all complainants in a timely and efficient manner.
- Maintain accurate and well organised records of all complaints, outcomes, and follow-up actions.
- Ensuring all member complaint information is accurately recorded and tracked and kept confidential as required.
- Attend all Standards Committee meetings to report on complaints.
- Prepare regular reports for the Standards Committee and assist with the report for the AGM.
- Promote a positive, empathetic, and solution-focused approach to member feedback.
- Identify and implement improvements in complaint management processes.
- Any other reasonable duties and responsibilities considered appropriate by the management of the Company.
QUALIFICATIONS AND / OR EXPERIENCE REQUIRED
- Proven experience in complaints management.
- Strong communication, negotiation, and conflict resolution skills.
- Ability to analyse data and identify trends.
- Excellent organisational skills with attention to detail.
- Knowledge of relevant regulations and industry best practices.
- Empathetic and member-focused.
- Resilient under pressure and able to manage sensitive situations.
- Collaborative and able to influence at all levels.
- Committed to continuous improvement.
- Previous experience in PR and/or Public Affairs is desirable, but not essential.
- Previous experience in a member association is desirable, but not essential.
The PRCA is an equal opportunities employer and is determined to ensure that no applicant receives less favourable treatment on the grounds of race, gender, age, disability, religion, belief, or sexual orientation. We are passionate about equality for applicants, employees and contractors, and work hard to ensure none are disadvantaged by conditions or requirements which cannot be shown to be justifiable.
£25 per hour (average of 4-5 hours per week)
