Complaints and Member Liaison Officer

Why work for us?
**We offer a wide range of benefits including**:

- 30 days holiday entitlement plus bank holidays and a BMA company day
- Double matching pension contributions up to 12% of salary
- Additional leave entitlement for volunteering or moving house (after completion of probationary period)
- Onsite gym and subsidised café at BMA House
- BMA Law - discounted rates for employees requiring legal services such as will writing/conveyancing
- Multiple flexible benefits and discounts through our employee benefits platform
- Lots of Learning and Development/training opportunities via our internal learning hub
- Season ticket loan (up to £10,000) after completion of probationary period

**Anonymous recruitment**

Whether the role needs you to work at home, in an office or in a hybrid way, we'll provide all the support you need.

**Diversity & Inclusion Monitoring**:
Our ambition is to work together to promote a more inclusive environment, which attracts everybody signals our commitment to celebrate and promote diversity.

BMA is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We want people to bring their unique blend of experiences, backgrounds, perspectives and knowledge as we recognise that diversity makes us stronger.

**Please note, we are unable to provide sponsorship under the UK points-based immigration system and we do not hold a sponsorship licence.**

Job Overview
About the BMA

The British Medical Association (BMA) is the trade union and professional body for doctors in the UK. We represent, support and negotiate on behalf of all UK doctors and medical students.

Join the BMA at a crucial time for doctors and the NHS and be part of a team working for better pay and conditions for the profession.

About the role

This is a fantastic opportunity to join the team which is responsible for handling all complaints, feedback and member liaison activities at the BMA, working on commercially and reputationally crucial projects, and working with a strong cross-organisational focus.

As a Complaints and Member Liaison Officer you will:

- Conduct thorough and independent investigations into complaints received about the products and services delivered by the BMA.
- Support the Complaints and Member Liaison Manager and Head of Complaints and Member Liaison with Code of Conduct and Resolution Process-related work when required.
- Liaise with senior elected members, the BMA legal team, employment advisers and other colleagues across the association as appropriate.
- Support the administration and arrangement of panel hearings, working groups and meetings related to the Complaints and Member Liaison function.
- Any other duties as reasonably directed.

To succeed in this role, you will need:

- Excellent organisation and multi-tasking abilities and working with a sense of urgency, often to tight deadlines.
- The ability to liaise professionally with senior BMA medico-politicians, chief officers and co-CEOs regarding sensitive and confidential matters.
- The ability to provide administrative support, draft meeting agendas, papers or briefings for review by line manager and/or Director of People and Corporate Development.
- The ability to work flexibly, picking up new areas of work and responding to areas of need in a positive manner.
- Excellent written communication and presentation skills.
- Outstanding ability to demonstrate high level of professionalism and respect for confidentiality in communications and meetings

Desirable experience and skills will include:

- Experience in complaint handling, conducting investigations and customer service (or the ability to clearly demonstrate transferable skills).
- Ability to absorb, distil and summarise a range of complex information, extracting key details and highlighting critical matters for investigation.
- Excellent organisational skills and understanding the importance of accuracy in complaints handling and investigation procedures.
- High level of computer/technological literacy and experience with a range of software packages.