Resolutions Manager

4 weeks ago

Cardiff, Cardiff, United Kingdom THE RAMBLERS Full time
Join Our Team as a Resolutions Manager

The Ramblers is a leading charity that promotes walking and the outdoors. We are seeking a highly skilled Resolutions Manager to join our team.

About the Role

The Resolutions Manager will be responsible for overseeing and managing the resolution of complex issues, disputes, and complaints from members, customers, or stakeholders. This will involve developing and implementing resolution strategies, ensuring compliance with policies and procedures, and maintaining high standards of customer service and satisfaction.

Key Responsibilities
  • Act as the main point of contact for complaints, ensuring clear and consistent communication with complainants and internal stakeholders.
  • Manage the end-to-end complaints process in line with the Ramblers' complaints' policy, ensuring timely, empathetic, and effective resolution.
  • Log, track, and manage complaints using the appropriate systems to ensure they are resolved within set timeframes.
  • Conduct thorough investigations into complaints, gathering relevant information and evidence, and coordinate with relevant departments to resolve complaints and implement solutions.
  • Maintain the confidentiality of complainants and handle all information in compliance with data protection laws.
  • Use the organisation's reportable events framework to notify the Head of Governance and Chief of Staff of serious complaints.
  • Develop, review, and implement complaints policies and procedures in line with best practices and legal requirements and ensure that complaints policies are communicated and accessible to all staff, volunteers, and stakeholders.
  • Provide advice and guidance to staff and volunteers on effective complaints management.
  • Collect and analyse data on complaints to identify trends, and root causes, using this to inform continuous improvement.
  • Supply the Head of Governance with key data on complaints for inclusion on the compliance dashboard for the executive leadership team and trustees.
  • Monitor and evaluate the effectiveness of the complaints management process.
  • Ensure compliance with relevant legislation, regulations, industry standards and best practices in complaints management.
  • Promote a culture of openness and accountability within the organisation regarding complaints management.
Requirements
  • Comprehensive understanding of complaints management and resolution procedures and best practices.
  • Familiarity with data protection laws and confidentiality principles.
  • Proficient in using complaints management systems and CRM software.
  • Exceptional organisational and time-management skills.
  • Proven experience in complaints resolution or customer service management.
  • Experience in developing and implementing complaints policies and procedures.
  • Experience in training and mentoring staff on complaints management processes.
What We Offer

The Ramblers promote diversity and welcome applications from all section of the community. We offer a supportive and inclusive work environment, opportunities for professional development, and a competitive salary and benefits package.

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