Resolutions Officer

5 months ago


Gilwell Park, United Kingdom The Scout Association Full time

**Job Title**:Resolutions Officer

**Salary**: £28,678 per annum (Band D, Level 3) - Inclusive of Outer London Weighting

**Location**: Gilwell Park, Chingford, London (with hybrid working)

**Contract Type**: Permanent

**Working Hours**: 35

We’re Scouts and everyone’s welcome here - all genders, races and backgrounds. Right across the UK, we help over 400,000 young people aged 4-25 gain skills for life and find their place in the world. We help them speak up, play their part and shine bright.

**About The Role**:
The purpose of this role is to assist the Resolutions Manager in supporting and providing advice to volunteers (national and local) and staff colleagues, undertaking necessary actions and activities to ensure that complaints are dealt with in line with the organisation’s agreed policies and procedures. You will also assist in de-escalating and avoiding challenges and complexities arising from complaints and will take the lead in the maintenance of records of complaints and resolutions and the provision of reporting.

**As the Resolutions Officer, your Key Responsibilities will include**:

- Triage complaints coming into Headquarters using expert knowledge on a variety of potential issues such as safeguarding, GDPR, equal opportunities, and discrimination to inform appropriate risk assessment.
- Allocate complaints and complex casework to the relevant staff team or volunteer manager to handle, ensuring appropriate track and chase through to completion in line with the policy.
- Oversee the development and maintenance of a log of complaints and appeals received by Headquarters.
- Provide regular updates to senior volunteer and staff line managers on the insights/learning from the emerging trends of complaints and complex issues.
- Advise Members and Volunteer Managers to support compliance with the Association’s complaints procedures, giving support to manage simpler complaints end-to-end at a local level.
- Provide Headquarters complaints statistics and trends (including quarterly reports to the Board of Trustees).

**As our Resolutions Officer in return, we offer you**:

- Work in a way that suits you, your role and your department
- Be proud to say you’re part of a team with Investors in People (Gold)
- Plenty of opportunity for learning and development
- 28 days holiday a year, plus bank holidays rising to 32 days after two years
- Four extra days to look after your family when they need you
- Three extra days over Christmas

**We are proud to be a family-friendly employer and offer**
- Maternity/Paternity Leave
- Flexible working hours
- Store Discount at our Scout Store + other online benefits

The Scouts is an equal opportunity employer, and we are committed to diversity and actively seeking applicants from a wide range of backgrounds.

**Strictly no agencies.



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