Complaints officer jobs in manchester, greater manchester
About the Role
Are you someone who thrives on helping others, solving problems, and making a tangible difference in people’s lives? We’re looking for a committed and empathetic Student Advisor to join the Advice Service team at the University of Manchester Students’ Union (UMSU).
In this vital role, you’ll provide free, independent, and confidential advice to students across a range of key areas. Whether it’s supporting someone through an academic appeal, navigating complex housing issues, managing financial hardship, or dealing with personal challenges, your role is to ensure students feel heard, informed, and empowered to take the next steps.
You’ll be part of a small, dedicated team working in a busy, varied environment that puts student wellbeing at the heart of everything we do.
Key Responsibilities
- Deliver One-to-One Support: Provide impartial, confidential advice on academic concerns (appeals, complaints, disciplinaries), housing issues, financial support, and personal or welfare-related challenges.
- Support in Crisis: Offer guidance and emotional support to students experiencing difficult or distressing circumstances, such as mental health issues, harassment, or financial insecurity.
- Create and Share Resources: Develop accessible self-help materials (articles, videos, workshops) to empower students and reduce reliance on one-to-one services.
- Promote the Service: Take part in outreach activities, including campaigns, events, and training, to raise awareness and improve access to advice and support.
- Track and Report Issues: Use our case management system to record casework clearly and securely, and help monitor trends in student issues to inform future campaigns.
- Collaborate and Contribute: Work closely with colleagues across UMSU to support key periods like Welcome Week and elections, contributing to a supportive and inclusive student experience.
See the full role profile including the person specification for more details.
Registered Charity 
101 - 500
The client requests no contact from agencies or media sales.
Thank you!
About GMYF
GMYF is a long-established charity that works with young people across Greater Manchester to support their aspirations and create opportunities. We deliver a year-round programme of recreational and educational opportunities to young people within our stand-alone Centres as well as providing support to affiliated clubs.
GMYF opened our first youth centre in Partington in September 2022 and a second youth centre in Charlestown in July 2024. These Centres provide an ambitious and enriching curriculum for young people with a wide range of activities. We also jointly own an Outdoors Activities Centre in Cumbria – Ormside Mill. GMYF took on a management function for Norbrook Youth Centre, Wythenshaw from 1st May 2025, a previous affiliate member.
Now is a fantastic time to get involved with GMYF and support our work!
To find out more please visit our website.
Youth Activites Lead - Main Purpose of the job
To lead day to day operations providing a ‘hands-on’ management role to play & youth workers, oversight of external providers delivering activities to young people at Norbrook. Leading and implementing an enriching youth work curriculum, quality assurance and health and safety standards, providing outstanding outcomes young people. Working with external partners and attending partnership meetings.
Main Tasks and Responsibilities
Leadership and Management:
1. Provide curriculum and quality assurance framework for youth work at Norbrook, providing a vibrant enriching offer for young people including youth voice and residential activities
2. Provide regular one-to-one support, coaching and appraisal of direct reports including Continuous Professional Development (CPD)
3. Support the centre self-evaluation process to inform GMYF Self Improvement Plan
4. Support the wider running of the charity though attendance at meetings and events
5. Complete small scale funding bids to enhance the centre youth offer
Health and Safety:
1. Ensure centres meet health and safety standards/regulations including daily site checks, kitchen hygiene, risk assessments, fire drills, accident, and complaints logs
2. Provide clear guidance to centre staff and user groups on safe and compliant systems to ensure a safe, fit for purpose centre
3. Oversee all off-site trips and visits ensuring they are risk assessed, supervised, staff are briefed and staff understand their roles and responsibilities
4. Ensure a record of young people, staff and visitors on site is maintained
5. Manage a programme of Planned Preventative Maintenance (PPE) ensuring centre remains compliant with current H&S requirements e.g. PAT testing, hygiene, shutters
6. Manage centre Assets Register
7. Hold responsibility for centres’ petty cash budget subject to approved limits
8. Line manage youth work team including Youthwork Lead
Curriculum/Safeguarding/Achievements:
1. To work with the Quality Assurance officer to plan and deliver an exciting and vibrant curriculum for children and young people, ensuring the needs of SEND are met
2. Maintain and update direct reports HR files
3. Approve and oversee the work of a range of support agencies to promote the well-being of children and young people e.g. Brook, Lifeline, NHS, Social Services
4. Lead and promote positive attitudes and high standards of performance for staff teams, using de-escalation skills to resolve issues in line with established policies
5. Set high standards for children and young people’s learning which support them to feel safe, ambitious, accepted and valued
6. Ensure recording of incidents, exclusions, interventions, actions taken on-site are managed in accordance with organisation policies and processes
7. Report and record safeguarding issues/concerns to the Designated Safeguarding Lead
8. Manage the use of external visits and activities to ensure these are risk assessed, to budget and with set learning objectives
Professional and Personal Conduct:
1. Support and contribute to the overall aims of the charity carrying out all duties with full regard to the policies, procedures and high standards of GMYF
2. Ensure that personal conduct does not conflict with the professional expectations of the organisation
3. Promote positive images of the organisation to develop supportive and constructive relationships with children, young people, parents, external partners
4. Carry out any other duties within the scope and purpose of the post as directed by the Operations Director.
Skills, Qualifications & Experience
We are looking for a qualified and experienced youth work professional with experience of line managing others. Please see the job spec for more detailed selection criteria.
To Apply
Please send a CV and covering letter to us on the link provided, stating how your experience and skills make you suitable for the above position. The closing date for receipt of applications is 12 Noon on Monday 19th May 2025. Interviews will be held at Norbrook Youth Centre on Thursday 22nd May 2025.
Thank you!
Company Description
Catch22 exists to help build a society where everyone has a good place to live, good people around them, and a fulfilling purpose. We call these our '3Ps'.
We achieve this in two ways. First, we improve lives on the frontline through delivery of public services. Secondly, we use our knowledge to change 'the system', to fix the complex web that can trap and disempower those it was set up to help. With the heart of a charity and the mindset of a business, we are uniquely placed to deliver on this challenging agenda.
Catch22's Victim Service provide emotional and practical support for victims and witnesses of crime and anti-social behaviour, alongside crime prevention advice. Last year, we supported 32,500 victims across the UK, achieving improved health and wellbeing outcomes for 99% of our service users.
Job Description
Catch22 is looking for a compassionate leader to join our growing Greater Manchester Victim Services as Deputy Head of Service. You will oversee the day-to-day operations of the service, ensuring the effective delivery of support for victims and witnesses as you help them on their journey to recovery.
Reporting to the Head of Service, you’ll provide line management to team leaders and administrators, implement systems for quality service delivery, and manage recruitment, training and supervision. You’ll work closely with police and other criminal justice partners to maintain strong referral pathways and ensure our services remain seamless and effective in its support for those that have experienced crime in the Greater Manchester area.
You will also contribute to strategic service development, quality assurance, safeguarding, and continuous improvement across the team. Your leadership will drive a culture of collaboration, learning and excellence.
Qualifications
The ideal post-holder will have:
A strong educational background, including English and Maths at GCSE level.
Proven experience managing and supporting teams in high-impact environments.
A track record of working with vulnerable individuals in multi-agency settings.
Confidence in performance management, risk assessment, and safeguarding practices.
Excellent communication, organisation, and IT skills.
A recognised management qualification or willingness to work towards one.
Knowledge of the victim and witness support system and a good understanding of the criminal justice landscape are highly desirable.
Additional information
Those interested in applying for this opportunity should review the Job Information Pack to find out more. If you have any questions about the role or recruitment process, please see our contact information on the Candidate Help Page. Please use reference REF3654D in your message so that we can identify the opportunity.
When applying please be cautious over the answers you provide. If you select “NO” to the screening question regarding Right to Work in the UK, your application will automatically be closed.
Additional Requirements: Successful post-holders will need to have a full UK Driving License and access to a personal vehicle for work purposes. The NPPV (non-police personnel vetting) check also requires that the post-holder has lived in the UK for the past 3 years with few exceptions.
Contract: Permanent
Hours & work pattern: Full time, 37.5 hours per week.
Salary: from £35,874.00 - £40,508.00
Location: You will spend a minimum of 1-2 days per week in GMP HQ, Newton Heath. The remainder of your time will be split between remote working and supporting victims in the community.
Interview process: Group interviews are taking place on the 29th of May. Those successful will be invited to a 1-1 panel interview taking place on the morning of 3rd of June.
Unless otherwise stated, interviews will be arranged as suitable candidates are identified, so early application is strongly advised. Where a deadline is advertised, Catch22 reserves the right to withdraw the post from advertisement without notice.
Closing Date: 1630 on 23rd of May 2025. Catch22 reserves the right to withdraw the vacancy at any time, for any reason before the stated closing date.
Screening: Successful admission to post subject to enhanced DBS check, police vetting check, and employer Right To Work in the UK check. The post-holder must have right to work in the UK. Catch22 does not currently provide a licence to sponsor visas but please see this register to see those that do.
Shift patterns:
Hours and days worked will change week-by-week on a rota basis. The work pattern will vary but start and end times of the day will be consistent across the week.
Every 4 week term will include one working Saturday (with a non-working week day during that week) and one Sunday on call.
Shift start times and end time will be between 0800-1800 and be a 7.5 hour work day.
To Apply: Please provide your CV and cover letter, along with the completion of the screening questions to express your interest in this opportunity. Please note, in the interest of safer recruitment and ensuring that applicants are a right fit for the role, submitted applications must contain a CV, satisfactory responses to the screening questions, and information detailing interest in the role, to be considered for this position.
AI generated applications are not acceptable and could lead to a disqualification of your current and future applications across Catch22 jobs. In order to ensure that applications are fair, genuine, and representative of the candidate applying, our teams may use a number of tools to identify occurrences where candidates have not given an honest response during the application process.
Catch22’s Commitment to Opportunity & Progression
At Catch22 we are proud of our commitment in supporting people develop in their careers and progress in our organisation. In 2024, within our Justice Hub, we have 68% of those in management roles that originally joined Catch22 in the frontline workforce and some worked across a number of roles and Leadership positions before joining management. This allows us to have a highly experienced management group and provides development opportunities for those in our much valued front-line.
Catch22’s Commitment to Ban the Box
Catch22 is proud to have “Banned the Box”. This means that we do not ask for candidates to disclose criminal convictions at the application stage. Instead, we invite disclosures at interview stage, and encourage them at the offer stage. Please see the Job Information Pack for more information.
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Catch22 Justice requests no contact from agencies or media sales
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Catch22 is committed to rigorous safeguarding and safer recruitment practices; ensuring that every individual within the organisation has been safely and appropriately checked.
The client requests no contact from agencies or media sales.