Role title: Professional Conduct Officer

Reports to: Clinical Director

Job purpose

  • The role of the professional conduct officer is to be the primary contact for PTUK complaints and concerns.
  • Manage the complaints process according to PTUK’s complaints procedure, maintaining timelines and communication with stakeholders.
  • Working within the scope of PTUK Complaints & Concerns Procedure.

PTUK Complaints & Concerns Procedure

  • Ensuring PTUK’s Ethical Framework is upheld throughout the complaints process.

Financial responsibility: No staff or budget management

Pay: 1-2 hours per week per annum approximately, at £35.00 per hour on a self-employed basis. The hours may fluctuate according to the arising needs following a consultation with the post holder.

 Key accountabilities

  1. Manage complaints in accordance with PTUK complaints procedure.
  2. Act as the main point of contact for individuals wishing to raise concerns or complaint against a PTUK member.
  3. The post holder will work to ensure that stresses are minimised and that both parties find the process transparent, informative, and thorough whilst complying fully with PTUK Complaints Procedure.
  4. Ensures compliance with relevant legislation, guidance and company policies and procedures to protect the public and PTUK’s accreditation with the PSA.
  5. Completion of relevant regulatory reporting to PTUK Executive Board.
  6. Responsible for recognising, recording, investigating, responding to all applicable PTUK complaints, and appropriately actioning these in line with any applicable regulatory requirements.
  7. Ensuring that appropriate systems and controls are in place to provide assurance to the PTUK Executive Board that all regulatory requirements are being met.
  8. Undertake analysis of complaints received and agree appropriate actions, with timescales, for resolution and monitor their implementation.
  9. Prepare complaint files and supporting documentation.
  10. Working within the scope of PTUK Complaints & Concerns Procedure.

Knowledge And Experience

  • Accredited Play Therapist, Certified Clinical Supervisor
  • Excellent knowledge of the PTUK Ethical Framework.
  • Proven ability to manage complaints handling in an impartial supportive manner.
  • Experience of risk management and/or compliance with well-developed knowledge of conduct requirements as they relate to complaints.
  • Proven ability to work accurately and with minimum supervision and be able to make decisions on complaints based on a broad understanding of relevant policies and procedures.
  • Demonstrate effective case management, balancing short term and long-term objectives and deadlines to ensure all cases are progressed in a timely manner.
  • Flexibility to work independently and as part of a team to organise work to meet prescribed service timetables.
  • Experience of utilising active listening skills
  • Good report writing
  • Excellent record keeping skills.
  • Proven ability to be organised and contentious.
  • IT skills Excel and Word, maintaining confidentiality.

Personal qualities:

  • Demonstrates high levels of empathy in a professional manner.
  • Has a clear vision with the ability to consider two varying perspectives without taking sides.
  • Is focused on public protection, is ethical in their approach to problem solving and managing conflicting opinions.


At PTUK we know that having a diverse and inclusive workforce is good for our people, good for our membership and good for the organisations in which we operate. We therefore welcome applications from people which allows us to draw on diverse cultures, perspectives, skills, and experiences.

If you would like to apply for this position, please send your CV and outline why you are interested in the role to 

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