Resolutions Manager

Job Title: Resolutions Manager 

Team: People and Culture

Location: Hybrid (split between home-working and one of our offices - based in London, Cardiff or Edinburgh)

Salary on appointment: £31,760 - £34,936 per annum*

*This role sits within a pay grade with a pay range of £31,760 to £47,640. The salary on appointment will be set at the lower end of the pay range, to a maximum of 10% above the base salary, depending on the candidate's skills and experience. This approach aims to ensure fair compensation for new hires while maintaining alignment with the structured pay scale for the role.

About us

The Ramblers is Britain’s walking charity. We open the way so everyone can enjoy the benefits of walking.

It’s an exciting time to join the Ramblers as we have recently refreshed our strategy to support the delivery of our long-term ambitions.

We need your drive, knowledge, skills, and creativity to help us raise awareness of the Ramblers and what we stand for, enabling the charity to grow its supporter base and open up the joys and wellbeing benefits of walking to many more people.

It’s easy to think everyone has the same opportunity to enjoy the outdoors. But look a little deeper and you’ll find lots of barriers standing in the way. So we’re continuing to fight for change. We campaign for the public’s right to enjoy the outdoors, protect paths, build skills and offer different ways to get out walking in nature.

Our programmes have a big impact in local communities: Ramblers Wellbeing Walks help people take the first step to a healthier happier lifestyle, and the Ramblers Out There Award gives young adults aged 18–26 the opportunity to kickstart their journey into the outdoors.

Through our refreshed strategy, we’ll build on this experience and grow our impact through activities that prioritise the needs of communities who have the least access and face the most barriers walking outside in nature.

Purpose of Role

At the Ramblers, we are committed to giving our growing community of supporters the very best experience possible and this role will be at the very heart of the action. 

The Resolutions Manager is responsible for overseeing and managing the resolution of complex issues, disputes, and complaints from members, customers, or stakeholders. The role involves developing and implementing resolution strategies, ensuring compliance with policies and procedures, and maintaining high standards of customer service and satisfaction. The Resolutions Manager plays a crucial role in upholding the organisation's values and ensuring that all concerns are addressed fairly and effectively. 

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 organisation’s 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 organisation 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 organisation are confident in how to assist in the resolution of complaints and member and supporter trust in the organisation is enhanced.

Other

• Undertake such other duties as may be reasonably required of the post.
• Engage and proactively develop excellent working relationships across the organisation.

This job description will be reviewed in conjunction with the postholder to ensure successful delivery of our goals.

The Person

Knowledge

• Comprehensive understanding of complaints management and resolution procedures and best practices.
• Knowledge of relevant regulations and legislation affecting the charity sector.
• Familiarity with data protection laws and confidentiality principles.

Skills

• Excellent communication and interpersonal skills, with the ability to engage effectively with a wide range of stakeholders.
• Strong analytical and problem-solving abilities.
• Proficient in using complaints management systems and CRM software.
• Exceptional organisational and time-management skills.
• Ability to remain calm and professional under pressure.
• Effective negotiation and conflict resolution skills.

Experience

• Proven experience in complaints resolution or customer service management.
• Experience in developing and implementing complaints policies and procedures.
• Track record of using feedback to drive service improvements.
• Experience in training and mentoring staff on complaints management processes.

Personal Attributes

• Empathetic and patient, with a genuine commitment to resolving issues fairly and transparently.
• Detail-oriented and methodical in approach.
• High level of integrity and ethical standards.
• Proactive and resourceful, with a positive and resilient attitude.
• Strong sense of accountability and responsibility.
• Ability to work independently as well as part of a team.

The Ramblers promote diversity and welcome applications from all section of the community.
 

Values and Behaviours

Our values are the core principles that guide us daily in our work and our membership of the Ramblers. We all share the passion that walking is for everyone and by living our shared values we can ensure the Ramblers is an organisation to be proud of. Our values will earn trust for the Ramblers brand which will allow us to open up a world of walking opportunities for even more people. 

 Inclusive – We make everyone feel welcome and part of the Ramblers community. We make sure we all feel respected and accepted and know our contributions make a difference in achieving our mission.   

  Inspiring – We strive to inspire people through the way we act and the things we say. We channel our passion and ambition so others are moved to help us achieve our mission.   

  Empowering – We empower and encourage each other to make a positive contribution to our teams and the Ramblers. We do all we can to make sure everyone has the ability, and feels confident, to take action.    

  Responsible – We take responsibility for ourselves and those around us seriously, by always acting in a safe and supportive way. We care about the environment and make sure we do what we say we will do.