Role Purpose
The purpose of this role is to work collaboratively to provide support to Legal, Safeguarding and Sporting teams in managing complaints and cases where behaviours do not meet the Race with Respect code of conduct and/or Safeguarding policy, and/or where a legal/judicial review is required.
The role will be responsible for taking receipt of allegations of poor practice/behaviour, allocating work, assigning actions and monitoring their completion, and implementing the outcomes of decisions made (where appropriate).
The post holder will be the first point of contact for victims and witnesses, managing expectations and assisting in providing reassurance and updates on the progression of cases.
Primary Objectives
· Manage receipt of complaints from multiple sources, take initial ownership and make recommendations to ensure a consistent and streamlined complaints process.
· Acknowledge reports made from clubs, officials and individuals.
· Assess risk and urgency, make decisions and escalate appropriately.
· Allocate cases appropriately and maintain an overview of actions to ensure SLA’s are met.
· Maintain accurate records of reports, actions and decisions.
· Maintain contact with victims and witnesses, keeping them up to date with how their cases are progressing.
· Under direction, obtain and collate evidence from a range of internal and external stakeholders/sources.
· Provide initial case synopsis to the Legal, Safeguarding and Sporting Executives.
· Arrange and attend weekly triage meetings.
· Manage and maintain personal and team SLA’s to ensure timeliness of contact and updates.
· Extract and review data from case management system to provide detailed reports.
· Maintain a record of themes and lessons to enable continuous improvements in practice are implemented.
Additional Responsibilities
· Assist with coordination of training sessions and seminars
· Under supervision and direction, monitor and manage the suspensions register.
Core Competencies
· Previous experience dealing with case management / investigations is essential
· Knowledge of the Motorsport environment and processes is desirable
· Excellent customer service skills, demonstrating confident and resilient communication
· Confident in presenting information (verbal and written) to a range of internal and external stakeholders
· Exceptional organisational skills, able to work on own initiative to pressured timescales, ability to manage own and others workload to meet strict SLAs
· Previous experience using a case management system is desirable
· Excellent IT skills
· Attention to detail, the ability to review and analyse data sets to identify themes, gaps and patterns.
· Committed, professional and proactive with the ability to work with limited supervision.
· A desire for continued professional development in this area.
· Display attitude and behaviours that respect and value diversity and promote equal opportunity and the welfare of others.
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