Job Title: Resolutions Officer

Salary: GBP38,459 per annum (Band F, Level 3) Inclusive of Outer London Weighting

Location: Gilwell Park, Chingford, London (with hybrid working)

Contract Type: Permanent

Working Hours: 35

We re Scouts and everyone s welcome here - all genders, races and backgrounds. Right across the UK, we help over 400,000 young people aged 4-25 gain skills for life and find their place in the world. We help them speak up, play their part and shine bright.

About The Role:

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. You 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.

As the Resolutions Officer, your Key Responsibilities will include:

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).

As our Resolutions Officer in return, we offer you:

Work in a way that suits you, your role and your department Be proud to say you re part of a team with Investors in People (Gold) Plenty of opportunity for learning and development 28 days holiday a year, plus bank holidays rising to 32 days after two years Four extra days to look after your family when they need you Three extra days over Christmas

We are proud to be a family-friendly employer and offer

Maternity/Paternity Leave Flexible working hours Store Discount at our Scout Store + other online benefits

This will be an ongoing recruitment process until the role has been filled. Therefore this role will be removed once the post is filled.

Interviews will be held on an ongoing basis.

The Scouts is an equal opportunity employer, and we are committed to diversity and actively seeking applicants from a wide range of backgrounds.

Strictly no agencies.