Complaints Manager

Complaints Manager Location: UK Flexible with home working Contract: Permanent Salary: £33,000 – £38,000 depending on experience + London weighting (£3,344) if applicable

Do you want to help ensure that any complaints received by the British Red Cross (BRC) are dealt with effectively and that the opportunity to learn that they represent is systematically used to drive improvement?

If so then we have an exciting opening for a Complaints Manager that may just be for you.

How you’ll make a difference…

This is a new position which will provide the successful candidate with a unique opportunity to shape the BRC’s complaints function. You’ll be responsible for overseeing the handling of external complaints (i.e., those received from service user s, donors and members of the public) across the BRC to both ensure all are addressed to a consistent standard within the timelines set out in policy. Further you will identify and investigate trends to identify both best practice which can be replicated across the organisation and opportunities for impactful improvement.

What you will be doing…

You’ll work closely with stakeholders from across the BRC to support the implementation and embedding of the new central complaints platform; as adoption continues you’ll lead on the identification of potential enhancements to further enhance our complaint handling capability. You’ll lead on the periodic review and update of the Complaints Policy, all associated procedures and training and will develop and maintain relevant, consistent and timely reporting to the Executive Leadership Team (ELT), the Board of Trustees and other senior stakeholders across the organisation. Additionally, you’l l ensure that all complaint reports required by regulators and other authorities are submitted in accordance with prescribed deadlines.

What we are looking for…

– Experience managing a complaint handling function – Experience working in complex organisational environments, where operational issues are linked to various stakeholders, with competing dependencies and drivers – Experience in developing tools, resources, guidance and training content to upskill others – In depth and up to date knowledge of complaint management approaches and best practice – Strong stakeholder management and excellent communication skills – Ability to work collaboratively to promote resultant opportunities for learning and improvement

About the team

The Complaints Manager will be part of a multi-functional team that brings together Complaints Compliance, Corporate Risk, Investigations a nd Incident Management. The team sits within Professional Services; a part of the Internal Services Directorate, Professional Services is responsible for setting standards, providing advice and driving learning and improvement.

Closing date for applications is 23:59 on November 15th with first stage interviews to follow the week after.

We offer a wide range of staff benefits, these include:

• 36 days holiday (including Bank Holidays) per annum • Option to buy an extra 5 days annual leave • Up to 6% contributory pension • Flexible working policy

A little bit more about us…

The British Red Cross help anyone, anywhere in the UK; get the support they need if crisis strikes. From hiring a wheelchair or dealing with loneliness, to adjusting to life in a new country – we’re there when you need us.

Our organisation was born out of a desire to bring help without discrimination. Impartiality and neutrality have been central values for the Red Cross since we started.

At the British Red Cross, we are looking for the best people to help us provide support to millions of people affected by crisis in the UK. We want our team to reflect the diversity of the communities we serve, offering equal opportunities to everyone, regardl ess of; age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.

Diversity is something we celebrate, and we want you to be able to bring your authentic-self to the Red Cross. We want you to feel that you are in an inclusive environment, and a great position to help us spread the power of kindness.

In the British Red Cross we will not tolerate any form of misconduct, including sexual harassment, exploitation and abuse. We have a code of conduct in place and are committed to creating a culture of integrity in the organisation where misconduct is not tolerated, situations of abuse are quickly investigated, and perpetrators are dealt with effectively.

If you are appointed to a role within BRC you will be subject to the organisation’s Code of Conduct, a copy of which you can find on our website.

The British Red Cross, incorporated by Royal Ch arter 1908, is a charity registered in England and Wales (220949) and Scotland (SC037738).

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Connecting human kindness with human crisis