Resolutions Officer

We have an exciting opportunity for a Resolutions Officer to join our team based in Gilwell Park, Chingford.

The purpose of this role is to assist the Resolutions Manager in supporting and providing advice to volunteers (national and local) and staff colleagues, undertaking necessary actions and activities to ensure that complaints are dealt with in line with the organisation’s agreed policies and procedures. The role will also assist in de-escalating and avoiding challenges and complexities arising from complaints and will take the lead in the maintenance of records of complaints and resolutions and the provision of reporting.

You will contribute to work pivotal to the successful running of The Scouts Development opportunities and a variety of experiences by being involved in multi-stakeholder project work.

Key accountabilities

Individual responsibilities:

• Triage complaints coming into Headquarters using expert knowledge on a variety of potential issues such as safeguarding, GDPR, equal opportunities, and discrimination to inform appropriate risk assessment.
• Allocate complaints and complex casework to the relevant staff team or volunteer manager to handle, ensuring appropriate track and chase through to completion in line with the policy.
• Oversee the development and maintenance of a log of complaints and appeals received by Headquarters.
• Provide regular updates to senior volunteer and staff line managers on the insights/learning from the emerging trends of complaints and complex issues.
• Advise Members and Volunteer Managers to support compliance with the Association’s complaints procedures, giving support to manage simpler complaints end-to-end at a local level.
• Liaise with internal teams to provide appropriate guidance to volunteer line managers on complaints handling which crosses over multiple subject matter areas, including but not limited to Policies Organisation and Rules (POR), Membership matters, safeguarding and legal issues.
• Provide Headquarters complaints statistics and trends (including quarterly reports to the Board of Trustees).

Supporting Resolutions Manager:

• Work with the Resolutions Manager to maintain an up-to-date working knowledge of the current complex complaints/issues, assisting or advising as necessary with a view to moving them to a satisfactory resolution.
• Assist the Resolutions Manager with investigations of complaints and complex issues in line with internal risk matrix, leading on low to medium risk level casework and assisting on high-risk casework.
• Capture learning from complaints and complex issues and feed into a collection of case studies for future learning and to inform improved ways of working led by the Resolutions Manager.
• Support delivery of training and learning events for volunteer and staff colleagues led by Resolutions Manager.
• Support the Whistleblowing process and ensure complaints are dealt with in line with the process.
• Assist the Resolutions Manager to develop and maintain guidance, resources and training on the complaints policy and procedures for volunteer and staff colleagues, especially in managing complex cases and assist in ensuring staff and volunteers follow best practices and procedures.
• Deputise for the Resolutions Manager during periods of annual leave or absence.
• Undertake any other duties commensurate with the level of responsibility of the post.