Resolutions Investigator

Our standard Full Time Equivalent hours are 35 hours per week, unless otherwise specified in the job advert.
Swim England is the national governing body for swimming in England.
We help people learn how to swim, enjoy the water safely, and compete in all our sports.
Our vision is of a nation swimming and we strive to inspire everyone to enjoy the water in the way that suits them. We work with our partners to create engaging programmes that enable everyone to be active, have fun and stay healthy through swimming.
Your application is generated using the information you have provided in your Profile. Your CV and any additional supporting evidence will also be attached and made available to the hiring manager.
Resolutions Investigator - Fixed Term Contract - 12 months
- Based at SportPark, Loughborough (Minimum 2x Days per Week)
- 35 Hours a Week (Mon-Fri)
About the Role
We are looking for an experienced and impartial Resolutions Investigator to support Swim England's complaints and disciplinary processes, ensuring complaints are handled fairly, proportionately and efficiently.
This role will take responsibility for managing complaints through both informal and formal procedures, with a strong focus on early intervention and resolving issues at the earliest possible stage. You will work collaboratively with internal colleagues and external stakeholders, conducting investigations, gathering evidence and producing clear, comprehensive reports and recommendations.
You will manage a varied caseload, ensuring communications, actions and deadlines are effectively monitored, while identifying themes, risks and opportunities for learning and continuous improvement across the organisation., In this role you will:
- Promote early intervention and informal resolution to prevent unnecessary escalation of disputes
- Manage complaints through the Informal Complaints Procedure, working collaboratively with those involved to achieve fair, proportionate and timely resolutions
- Lead formal complaints investigations, conducting enquiries, gathering evidence and preparing comprehensive Complaint Response Reports
- Conduct Reviews in accordance with the Swim England Complaints Policy
- Manage incoming correspondence and communications, ensuring matters are progressed promptly and efficiently
- Liaise with internal colleagues and external stakeholders throughout the complaints process, handling sensitive and contentious matters professionally
- Maintain accurate case records and contribute to the complaints tracker, ensuring actions and deadlines are monitored and delivered
Identify themes, trends, risks and learning opportunities arising from complaints and make recommendations for continuous improvement
- Record recommendations arising from complaint outcomes and ensure appropriate action owners are identified and accountable for implementation
- Support the review and development of complaints and disciplinary policies and procedures

Essential
- Experience conducting both informal and formal investigations
- Proven experience producing clear, comprehensive and evidence-based reports with practical and proportionate recommendations
- Excellent written and verbal communication skills, with the ability to clearly and professionally articulate and defend decisions and recommendations
- Experience managing a demanding caseload, prioritising effectively and working to tight deadlines
- Strong independent judgement and decision-making skills
- Experience engaging with stakeholders and handling sensitive or contentious matters with professionalism, confidentiality and discretion
- Understanding of procedural fairness, natural justice and impartial decision-making
- Strong attention to detail, with the ability to maintain accurate records and documentation
Desirable
- Experience of mediation, restorative approaches or alternative dispute resolution
- Formal training or a recognised qualification in complaint handling, investigations, mediation or dispute resolution
- Experience within a membership, regulatory, governance or sporting environment, Please be advised that we cannot offer visa sponsorship and that you must have right to work in the UK to apply or be considered for this role. If you are a non-UK/EU National, you must have an appropriate working Visa to undertake employment. You must also be working within the UK to apply or be considered for this role, due to the public liability insurance Swim England holds.

Swim England is committed to inclusion and embraces the spirit of equality legislation. As a Disability Confident Employer, disabled applicants who meet the essential criteria for the role are guaranteed an interview. We are also piloting a Guaranteed Interview Scheme for applicants from ethnically diverse backgrounds. Candidates who opt in to the scheme and demonstrate that they meet the essential criteria will be guaranteed an interview. Applicants can indicate if they wish to opt in by answering the relevant question within the application form.
Where possible, Swim England will always make reasonable adjustments for accessibility to anyone who requires it.
If you would like any of the documentation in a different format or would like to apply in a different way please get in touch. All appointments will be made on merit, following a fair and transparent process, in line with the Equality Act 2010. However, the organisation may employ positive action where candidates from underrepresented groups can demonstrate their ability to perform the role equally well.
Swim England is also committed to safeguarding and promoting the welfare of children and young people and expects all employees and volunteers to share this commitment.