Resolutions Manager

1 month ago

Cardiff, United Kingdom THE RAMBLERS Full time
Job Title: Resolutions Manager

At The Ramblers, we are committed to giving our growing community of supporters the very best experience possible. As a Resolutions Manager, you will be at the very heart of the action, 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 Ramblers' 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 Ramblers regarding complaints management.
Impact:
  • All complaints are managed in one place and handled efficiently, empathetically, and in accordance with established policies and regulations.
  • Staff across The Ramblers are confident in how to assist in the resolution of complaints and member and supporter trust in The Ramblers is enhanced.
Other:
  • Undertake such other duties as may be reasonably required of the post.
  • Engage and proactively develop excellent working relationships across The Ramblers.

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