Case Manager (Complaints)

Organisation: Archery GB
Salary: 28,000-35,000
Location: Lilleshall, Shropshire / Hybrid
Contract type: Permanent (Full time)
Closing date: 19 April 2026
Interview date: 4 May 2026
Job Description: Job Title: Case Manager (Complaints)
Department: Safe Sport & Governance
Reporting to: Director of Safe Sport & Governance
Location: Lilleshall National Sports Centre / Home Working
Requirement: Full Time (office-based min 3 days)

Our values
We have developed a set of values to guide how we operate. As one archery community:
• We value people for who they are and what they do
• We choose to work and learn together
• We strive for excellence
• We always act with integrity

Job Purpose
The Case Manager (Complaints) role is ideal for someone experienced in managing complex complaints, who can stay calm under pressure while demonstrating a high level of empathy, fairness, and professionalism.

You will take ownership of complaints from start to finish, carrying out thorough investigations and ensuring outcomes are balanced, well-reasoned, and compliant. Many cases can be sensitive or escalated, so resilience, sound judgement, and emotional intelligence are essential.

You’ll liaise with internal teams and external stakeholders, maintain accurate records in line with GDPR requirements, and provide clear case summaries where required. You will also help identify recurring trends and contribute to service improvements.

You will work closely with the Director of Safe Sport & Governance and colleagues to ensure appropriate information-sharing and escalation where needed.

Key responsibilities
• Triage complaints effectively and appropriately, delegating matters to the appropriate level within the network (club/county/region) in accordance with Archery GB policy.
• Provide appropriate support where cases are delegated within the network to ensure that cases are handled promptly, fairly, and in line with Archery GB policies and relevant national guidance.
• Resolve complaints and concerns promptly and fairly within agreed SLAs, using risk based triage and proportionate investigation.

This will be accomplished by working with a range of stakeholders from clubs, facility providers, to funders and other partners at national, regional, county, and local level.

Key Activities
• Act as the primary point of contact for managing and resolving lower-level concerns and disciplinary complaints within the sport, providing clear communication and updates throughout the process, including the support for Club, County & Regional Chairs, Welfare Officers and other key volunteers in carrying out their roles.
• Conduct thorough, evidence based investigations; identify root causes and recommend corrective/preventive actions, producing accurate case records, dashboards, and trend analyses that inform leadership decision making.
• Maintaining a professional, empathetic, and solution-focused approach to enhance trust and satisfaction, ensuring that any investigation is fair, thorough and proportionate to the complexity of the complaint.
• To develop, evaluate and monitor effective procedures and systems for dealing with, recording and monitoring customer representations and complaints.
• Ensure adherence to legal, regulatory, and organisational standards in complaint handling, including the ICO and Archery GB Polices & Procedures are adhered to.
• Champion process enhancements, guidance updates, and training based on lessons learned to support staff and volunteers on complaints processes and effective communication.
• Ensure that all concerns relating to poor practice/potential abuse reported to the organisation are responded to and managed appropriately – including records system (Globocol).
• Work with colleagues across the organisation to ensure that cases are appropriately allocated, and concerns are identified and actioned, and support operational teams to resolve issues and address systemic improvements; escalating high risk matters appropriately.
• Support the Director of Safe Sport and Governance in reporting cases to the CMP, including attending CMP meetings as required.
• Responsible for maintaining own professional development and to be aware of current practices and developments to fulfil the role effectively.

Key Relationships/Interfaces
The Case Manager (Complaints) will work with:
• Director of Safe Sport & Governance.
• Independent Case Management Panel Chair and Members.
• Archery GB staff, members and volunteers.
• External organisations where necessary.
• Volunteers including Regional, County and Club Chairs and Welfare Officers.

Key Measures
The success of this role will be measured on:
• Timely and accurate management of cases
• Positive feedback from complainants and stakeholders
• Delivery of insightful case trends and data to support improvement

Flexibility Clause
The job holder is required to be flexible in their duties and may be required to undertake other duties and responsibilities as specified by Archery GB.

Variation Clause
This is a description of the job as it is constituted at the date shown. It is the practice of Archery GB to periodically review job descriptions, to update them and to ensure that they remain relevant to how the job is to be performed.
How to apply: To apply please register your interest and upload your CV and cover letter to: https://hr.breathehr.com/v/case-manager-complaints-45942 Your covering letter (1 page only) should address the following: How your experience, skills and knowledge equip you to excel in the role. Please also complete our diversity monitoring form, which can be downloaded from the site and returned to mike.painter@archerygb.org. Previous applicants need not apply. For an informal discussion please contact: Arran Coggan, Director of Sport Development, email: arran.coggan@archerygb.org, phone: 07525233592. Closing date for applications: Sunday 19 April 2026 First Interview date: w/c 4 May 2026 Archery GB is an equal opportunities employer.