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.