Resolutions Manager

Organisation: Archery GB
Salary: 28,000-35,000
Location: Hybrid (Lilleshall National Sports Centre / Home Based)
Contract type: Permanent (Full time)
Closing date: 21 June 2026
Interview date: 22 June 2026
Job Description: Job Title: Resolutions Manager
Department: Safe Sport & Governance
Reporting to: Director of Safe Sport & Governance
Location: Lilleshall National Sports Centre / Home Working
Requirement: Full Time (office-based minimum 2 days per week)

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

We are looking for a Resolutions Manager to join our Safe Sport and Governance team. This is a key role focused on responding to disciplinary and conduct concerns, as well as complaints and concerns raised by our customers relating to the products and services of Archery GB.

This role is ideal for someone experienced in managing complex complaints, who can stay calm under pressure whilst also consistently demonstrating a high level of empathy, fairness and professionalism.

You will take ownership of, investigate and manage complaints and disciplinary referrals in line with our Polices, Rules and Terms and Conditions of Membership from start to finish. You will also support the continuous improvement of our services and customer experience, playing a key role in identifying trends, learning from complaints and using insight to drive positive change across the organisation.

You will liaise with internal teams and external stakeholders, maintaining accurate records and provide clear case summaries where required. You will be expected to assist in the presentation of Disciplinary Cases to the relevant decision making body, such as the Case Management Panel or Disciplinary Panel.

Reporting to the Director of Safe Sport and Governance, you will work closely with colleagues across Archery GB and support the effective operation of the wider Safe Sport and Governance Team.

Key Responsibilities

• Triage, manage and resolve complaints effectively and appropriately, delegating matters to the appropriate level within the network (club/county/region) in accordance with Archery GB policies and agreed standards.
• Act as the first point of contact for formal and escalated complaints.
• Investigate disciplinary matters as required, including presenting to the relevant panel for decisions and outcomes.
• Support the Archery GB network of clubs, counties and regions to ensure that cases which are dealt with locally are handled promptly, fairly and in line with Archery GB policies and relevant national guidance.
• Handle sensitive cases on behalf of senior leaders with empathy and professionalism.
• Produce insights from complaints and disciplinary matters to report to the board and stakeholders as well as to drive learning and development internally.
• Uphold safe sport, inclusive and data protection practices at all times.

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.
• 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 through the Case Management System.
• Work with colleagues across the organisation to ensure that cases are appropriately allocated and concerns are identified and actioned, whilst supporting 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 Resolutions Manager will work with:

• Director of Safe Sport & Governance.
• The Safe Sport Team
• 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.
How to apply: To apply please register your interest and upload your CV and cover letter to: https://hr.breathehr.com/v/resolutions-manager-47031 Your covering letter (max 2 pages) 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. For an informal discussion about this role please contact Aaron Prior, Director of Safe Sport and Governance, by email: aaron.prior@archerygb.org. Closing date for applications: Sunday 21st June 2026 First interviews from: w/c 22nd June 2026