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Resolutions Manager
1 month ago
The Ramblers is seeking a highly skilled and experienced Resolutions Manager to join our team. As a key member of our organization, you will be responsible for overseeing and managing the resolution of complex issues, disputes, and complaints from members, customers, or stakeholders.
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.
- Lead investigations into member conduct and where relevant, recommend suspensions and expulsions to trustees in line with the charity's articles of association and internal processes.
- Maintain the confidentiality of complainants and handle all information in compliance with data protection laws.
- Use the organization'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 analyze 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 organization regarding complaints management.
- Comprehensive understanding of complaints management and resolution procedures and best practices.
- Knowledge of relevant regulations and legislation affecting the charity sector.
- Familiarity with data protection laws and confidentiality principles.
- Excellent communication and interpersonal skills, with the ability to engage effectively with a wide range of stakeholders.
- Strong analytical and problem-solving abilities.
- Proficient in using complaints management systems and CRM software.
- Exceptional organizational and time-management skills.
- Ability to remain calm and professional under pressure.
- Effective negotiation and conflict resolution skills.
The Ramblers is a dynamic and inclusive organization that values diversity and promotes a culture of openness and accountability. We offer a competitive salary and benefits package, as well as opportunities for professional development and growth.
