Job responsibilities
Currently seeking candidates with extensive complaints handling experience, particularly in relation to housing, repairs, homelessness and public realm complaints. You will need experience of managing stage 2 complaints, drafting responses on behalf of Corporate Directors so will know how to interact with senior stakeholders. you will also need an element of tact & diplomacy but the tenacity to follow investigations through to completion.
Responsibilities
1. Provide updates where appropriate to senior managers, the Chief Executive and the Leader on contentious and high profile complaints.
2. Lead and assist departments in learning from complaints and using them to drive service improvements.
3. Produce reports setting out the conclusions arising from investigations together with associated recommendations for the Complaints and Casework Manager, the Chief Executive and other senior managers.
4. Make decisions on corrective actions and compensation payments and develop strategic solutions to ensure that the service improvements arising from complaint investigations are implemented.
5. Coordinate and respond to Local Government and Social Care Ombudsman and Housing Ombudsman enquiries and investigations and ensure that these are responded to within the required timescale.
6. Serve as a first point of contact to staff across the organisation and provide advice and guidance in connection with complaint investigations.
7. Address the strategic training needs of the organisation through the analysis of complaints and other factors and address those needs through the development and delivery of appropriate training modules.
8. Review stage 1 complaint responses investigated by service areas and highlight areas for improvement, addressing these through the development of guidance material, policies, procedures, and case studies.
9. Develop and deliver strategic solutions to enable departments to improve their management of and learning from complaints and to achieve the performance targets required and provide advice and assistance to Strategic Directors, and senior managers on how improvements can be implemented.
10. Serve as project team lead in respect of a range of projects assigned by the Complaints and Casework Manager.
11. Contribute to quarterly and annual reports for CMT and Cabinet.
12. Assist in the administration of the organisation's complaints and casework database. Deliver training and guidance to staff on the use of the system.
13. To support the Adult and Children's Social Care Departments in the effective management of complaints and to ensure that the council complies with the associated statutory complaints legislation.
14. Draw on detailed knowledge of departments and their processes to thoroughly investigate complaints also considering relevant legislation and policies.
Should your skills match the above please send through your updated CV.
Eden Brown is committed to equality in the workplace and is an equal opportunity employer. Eden Brown Ltd is acting as an Employment Business in relation to this vacancy
Salary description
£30.88 - £30.88 per hour