Job Purpose

To provide consultancy, advice and guidance on complex complaints to Strategic Directors, Heads of Service, Service Managers, and Cabinet Members as required; producing high quality, factual, concise information that is written in a clear and accessible manner and that seeks to deliver the best possible outcomes for residents.

To assist in ensuring that you provide a customer sensitive and effective response to complaints and representations from the public which ensures the Council meets its statutory and regulatory obligations, in accordance with relevant legislation; including the development of service specific strategies and policies.

To be responsible for working to meet conflicting priorities and deadlines, and meeting quality and performance standards.

To support the promotion of the work of the Customer team across the organisation, with senior managers and Members in order to support the embedding of the policies and procedures within its remit across the day to day activities of the organisation.

Job Duties

To work as part of a team acting as the first point of contact with regards to comments, compliments, complaints and representations, managing the whole process from logging the issues and liaising with the services, residents and partner agencies, to ensuring any agreed solutions are implemented.
Providing consistent advice, support, training, guidance and consultation to all staff, relevant agencies, external and internal organisations/stakeholders and the community at large as required concerning comments, compliments, complaints and representations.
To work as part of a team to process the high volume of unplanned and often complex complaints that arise daily, ensuring they are correctly assessed, logged onto local and corporate systems, risk assessed and prioritised, researched or allocated to relevant managers, monitored until concluded and then responded to.
To work directly with residents, service users, their family, carers advocate, representative or legal counsel, updating the complainant on progress with their case and ensuring their wishes are recorded and feed into any decision on how to progress the case and respond to the complaint.
To work as part of a team to meet statutory and regulatory requirements by upholding Service Level Agreements in place to acknowledge, investigate and respond to concerns, and generating intelligence about complaints using qualitative and quantitative analysis to enable senior managers to identify potential trends, themes and causes of complaints, wherever possible.
To work as part of a team ensuring effective performance monitoring and evaluation of action plans and other initiatives relating to the service team and to oversee the performance indicators detailed within these areas, collating and managing all the data needed for accurate monitoring of processes.
Making effective use of the different management systems within the service area and Council wide, including the use of digital platforms and technology relevant to the service area. Maintain an up to date knowledge of relevant research and development advancements in area of expertise.
To prepare and produce comprehensive, case specific letters and reports, in response to complaints, Ombudsman enquiries, and for a range of audiences including distressed service users and their families, Members, partner organisations and senior managers.
To deputise in the absence of the Team Manager, and attend in support of, or as a representative of, the Service Manager at meetings, project groups and outside bodies relevant to the duties of the post.
To support the development, co-ordination and administration of a Complaints forum to monitor service improvements arising from complaints, audits and peer reviews, sharing best practice and benchmarking information to create a culture of continuous improvement.
To commission and oversee suitably qualified and endorsed Independent Investigators to undertake statutory Stage 2 investigations for social services complaints where appropriate.

Essential Skills

Educated to degree level or have significant experience working in a similar customer services environment.
ILM Level 5 Management Qualification or equivalent.
Understanding the principles of excellent customer service.
Extensive knowledge of the role specific legislation, statutory duties, codes and practices, health and safety and conditions of contracts.
Knowledge of the role specific functions.
Knowledge of Local Government service delivery.
Good knowledge of all Microsoft Office packages especially Excel
Significant experience of delivering complex services to the public.
Experience in managing a proactive and responsive service.
Experience of adherence to legislation and health and safety.
Experience of working in a setting similar to Local Government and advising Members, external agencies and Officers on complex issues.
Experience of working with vulnerable adults and young people

If you feel you are right for the role apply today.

Randstad Business Support acts as an employment business when supplying temporary staff and as an employment agency when introducing candidates for permanent employment with a client. Randstad Business Support is an equal opportunities employer and decisions are made on merits alone.

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