Job Description

Are you an experienced professional conduct case manager or team leader? Are you looking for a rewarding role in the charity sector that improves safety and quality in professional practice? If so, NRCPD is looking for a dynamic and client focused Professional Conduct and Complaints Team Manager – and we think it could be you.

NRCPD is a charity and the UK's national voluntary regulator for British Sign Language Interpreters and allied professions. We maintain registers of language service professionals who meet the high professional standards we set and our purpose is to promote the best possible communication between d/Deaf, deafblind people and hearing people. Our registers continue to grow and we now have over 1,665 professionals on our registers. Our vision is full inclusion for d/Deaf and deafblind people, and we believe that effective regulation of the professionals on our registers plays a crucial part in that.

This is a new and exciting role that is dedicated to leading our professional conduct and complaints service.

The Professional Conduct and Complaints Manager will be responsible for the effective investigation and response to all complaints and the operation of the supporting processes. You will lead the PCC service according to established procedures, in complaints, investigations, sanctions, committee hearings, case reviews and audits, and handle all external queries concerning the service (a full job description and person specification is available on request). You will provide leadership to and manage our case administration officers and routinely deal with legal advisers and representatives, as well as parties to the complaint, and others.

The successful candidate will have substantial experience in professional regulation or similar, and be familiar with the legal nature of much of the work. In addition to your experience, you will have a minimum of a degree level (or equivalent) qualification, excellent written English and ideally will have relevant further vocational qualifications in the legal, professional regulation or HR discipline fields at Level 5 or even 6 (diploma/degree).

With a joint focus on accurate case work and supportive client care, you are responsible to ensure all case management meets agreed targets and standards, that accurate records are kept and that data protection and confidentiality requirements are met. Maintaining confidence and trust in our complaints process is an important factor in your work.

In 2022 we will be implementing a revised professional conduct and complaints procedure once the review and consultation are complete, and you will be leading the implementation and other aspects of bringing the new procedure into use, including continuous improvement of procedures.

We are looking for someone with the flexibility to also support the wider responsibilities of the charity whilst maintaining high standards of delivery in your core role. You will be expected to support our governance with monitoring trends and writing briefings and reports for the Board, for comms&marketing and for the professions we regulate and advising the Chief Executive&Registrar

You should be at ease working with Microsoft Office365 suite including Teams and also Adobe DS or similar document software. Also video conference platforms such as Teams and Zoom, including at home.

The successful candidate will have a good understanding and be motivated by the role of NRCPD and by the issues facing d/Deaf and deafblind people in the UK today.

We are a committed equal opportunities recruiter and employer, and welcome applications from all suitable candidates with the required experience, skills and knowledge irrespective of age, disability, hidden disability, race or national origin, religion or belief, gender, gender expression, political view, sexual orientation, medical condition, and pregnancy.

The job is offered 30 hrs pw. Salary indicated will be pro-rata'd to agreed hours. Flexible home working is part of the offer but regular attendance in the office is essential in this role. Please get in touch to see the full job description and person specification against which candidates will be assessed.

We are aiming to fill the role quickly to start by 31 January - closing date for applications is 14 December 2021, interviews will take place over 20-22 December. Interviews will be conducted via Zoom and assessments will be required to be submitted in advance of interviews.

The Job description is available on our website and applications in the form of a CV with a covering letter explaining why you are right for the role, should be received by email by 14 Dec 2021. Interviews will be held remotely 20-22 Dec 2021.

Application deadline: midnight 11/1/2022 ***We will accept applications until  this date ***

Expected start date: 7/02/2022

COVID-19 considerations: We operate a hygiene secure, socially distanced work place with physical protective measures of masks and perspex screens and limited in-office working with flexible working from home supported. We have permanently rebalanced to

Application Instructions