Resolutions Partner/ Complaints Officer Organisation British Gymnastics Salary £26,699 to £28,650 per annum (dependent upon experience) Location Home Based with National Travel as required or Dual Based Home and Lilleshall National Sports Centre, nr Newport, Shropshire Contract type Fixed Term (Full time) Closing date 15 July 2026 Interview date 22 July 2026 Job Description Job DetailsHours: 37 hours per weekSalary range: £26,699 to £28,650 per annum (dependent upon experience)Location: This is a dual based role working from Lilleshall National Sports Centre, nr Newport, Shropshire (2 days a week) and from home OR Home based role with national travel as requiredContract type: Temporary for 1 year.The OpportunityWe are looking for a Resolutions Partner to join our Governance and Safe Sport team. This is a key role focused on responding to complaints and concerns raised by our customers and members and ensuring they are handled consistently fairly and effectively.You will investigate and manage complaints and disciplinary referrals in line with our Complaints and Disciplinary Policy and support the continuous improvement of our services and customer experience. You will also play an important role in identifying learning from complaints and using insight to drive positive change across the organisation.Reporting to the Resolutions Manager you will work closely with colleagues across British Gymnastics and support the effective operation of the Case Management Team and Case Panel processes.ain responsibilitiesThe main responsibilities of the role are:Manage and resolve complaints in line with British Gymnastics policies and agreed standardsAct as the first point of contact for formal and escalated complaintsInvestigate complaints and disciplinary referrals acting as Lead Officer where requiredSupport Case Management Team and Case Panel processes including reporting and administrationHandle sensitive cases on behalf of senior leaders with professionalism and empathyMaintain accurate records and ensure complaints are resolved fairly and timelyProduce insight and reports to identify themes risks and improvement opportunitiesUse learning from complaints to support service and customer experience improvementsWork collaboratively across teams to embed good complaints practiceUphold safeguarding safe sport inclusive practice and data protection at all timesAbout youWe’re looking for someone who can demonstrate:Experience of complaint management case work investigation or similar complex case handlingAbility to manage sensitive and sometimes distressing matters with professionalism empathy and discretionStrong written and verbal communication skills with the ability to respond clearly and sensitivelyExperience of conducting difficult conversations and managing conflictStrong organisational skills with the ability to prioritise work and manage competing demandsExperience of analysing data insight and using root cause analysis to drive improvementAbility to work impartially with a strong understanding of fairness consistency and due processConfidence building relationships and influencing stakeholders across an organisationGood understanding of data protection confidentiality and information managementAbility to work independently within a clear decision making frameworkCommitment to safeguarding inclusion and organisational valuesClosing date for applications: Midnight on Wednesday, 15th July 2026We reserve the right to close the recruitment process early if a suitable appointment is made, so early application is encouraged. How to apply For more details and how to apply , please follow the link below; https://britishgymnastics.jobs.people-first.com/jobs/search Share X LinkedIn Email