Overall Purpose of the role

The Assistant, Compliance and Improvement, will be responsible for:

·       Supporting the compliance, improvement and complaints functions by providing administrative support to the team.

·       Supporting the Complaints Managers to ensure timely and efficient administration of ACE’s complaints and raising a concern processes.

·       Acting as point of contact for the team to provide routine information, advice and guidance on the work and responsibilities of the team.

Main day to day responsibilities

Working closely with colleagues in the Compliance and Improvement team, on a day-to-day basis, the Assistant, Compliance and Improvement will:

·       Review all new complaints and objections, creating folders and logs to ensure efficient administration of the process.

·       Respond to third party objections, ensuring a high standard of service for objectors as well as sharing information with relevant colleagues.

·       Maintain complaints reporting spreadsheets, ensuring records are accurate and up to date.

·       Carry out administrative responsibilities for the Declaration of Interest process. This includes providing advice to colleagues on how to ensure accurate and transparent management of interests and loyalties.

·       Manage the Compliance inbox to ensure that queries and requests are dealt with promptly and efficiently.

·       You will contribute to a positive working culture in the organisation by taking a proactive approach to learning, responding to change, inclusive practice, and environmental responsibility. ·

·       You will reflect the Nolan Principles of Public Life and the Arts Council's values with a commitment to equality, diversity, and inclusion.

Key relationships

You will be line managed by the Senior Manager, Compliance and Improvement.

You will work closely with the following teams in delivering your responsibilities:

·       Customer Services

·       Grant Management

·       Grant Support

·       Governance and Planning

Some responsibilities will require some working with Investment Centre Senior Management Team, and Area staff such as Relationship Managers and Senior Relationship Managers.

 Organisationally, we operate as a fully interconnected structure and you will be expected to work in an environment that relies on collaboration, flexibility and the ability to manage both formal and informal reporting relationships across all departments.

 Essential (Skills, Knowledge and Behaviours)

To succeed in the Assistant, Compliance and Improvement role, you will have:

·       Proven administrative experience of supporting different colleagues and managing conflicting demands.

·       You will also some experience of grant funding programmes. An understanding of the arts and cultural business sector would be desirable.

·       You will have experience of working in a customer service or complaints team or environment.

·       You will be highly organised with the ability to juggle multiple priorities and exercise effective judgement when organising, planning and managing complex tasks, and you will have the ability to initiate work and perform according to self-imposed timetables.

·       You will have first-rate interpersonal and communication skills – both speaking and in writing – and the ability to communicate in a confident and engaging manner with the ability to both communicate complex information, simply and the ability to influence people when providing technical advice and support.

·       You will have a good understanding of the current diversity agenda and its relationship to the work of the role.

 We are a Disability Confident Employer and we participate in the ‘Offer an Interview’ scheme, which means that we offer an interview to any disabled candidates who meet the essential criteria for the role they’re applying to, subject to the volume of applications received. Disabled candidates, those living with a long-term condition and/ or neurodivergent candidates may be eligible for this scheme.

Our Code of Ethics requires that employees of the Arts Council are not able to receive an Arts Council grant, investment or loan funding - either in person, as a member of a partnership, or for any organisation they own. There are also limitations on board or CEO positions employees can hold in organisations we fund. For more information on this, please talk to the recruiting manager or contact recruitment@artscouncil.org.uk

Interview: Thursday 27 November