AVAILABLE FOR INTERNAL APPLICATIONS ONLY. YOU MUST BE AN EXISTING TPO EMPLOYEE TO APPLY FOR THIS ROLE. This is a fixed term contract for 12 months Job title: Resolution Team Manager About the role The Resolution Team provides a streamlined approach to dispute resolution which starts with trying to resolve complaints informally with the cooperation of all parties, as well as providing support to our volunteer network. As Resolution Team Manager, you will be responsible for the day-to-day management of a team of resolution specialists, ensuring the team meets its operational targets. You will also be responsible for your own portfolio of cases. Key responsibilities Oversee cases being dealt with in your team. Manage a portfolio of complaint cases. Provide technical support and guidance to team members and volunteers. Review casework completed by team members and volunteer advisers, providing appropriate and constructive feedback. Carry out regular team meetings and one to ones. Developing staff, ensuring plans are in place for their learning and development, managing individual performance and development for direct reports. Monitor team workload and team capacity, identifying where efficiencies can be found. Contribute towards guidance notes providing internal advice, guidance and training as required on technical issues. Speak at workshops, induction sessions and other training events for volunteers. Ensure TPO’s processes and procedures are adhered to within the team and delivery of output is line with TPO’s requirements. Any other reasonable duties as required by the Head of Resolution Please refer to the Job Description for further information Closing date: Wednesday 5 March 2025 at 11:59pm Interview dates: W/C 10 March 2025