Temporary Corporate Complaints, Learning & Improvement Officer – Customer Delivery

Reference no: K&C 5225545

Pay rate: £18.76 per hour PAYE

Role Length:  This opening assignment is for 2-3 months

This role plays a vital role within the organisation, providing a key point of contact for complainants and stakeholders. To develop good working relationships with complainants, providing them with clear support and guidance as needed, and facilitate handling of their complaint to ensure that, using information provided by the division following investigation, their questions and concerns are adequately addressed. To investigate, recommend action, and respond to complaints, ensuring the highest possible standard of service is provided to customers.

To continually review the systems in place to improve the efficiency of the service and the learning from complaints.  An understanding and experience of using iCasework case-handling system is essential for this role.

Key responsibilities:

• Investigate complaints including reviewing and assessing documents, telephone contact with complainants and advocates.
• Use initiative and discretion in day to day working as may deal with sensitive or contentious issues such alleged negligence and be speaking with complainants who may be angry or upset.
• Use appropriate methods to investigate sensitive complaints, including mediation.
• Responsibility for a caseload of complaints, from initial contact to liaising with and advising officers and senior managers who are responsible for providing investigation reports and complaints responses. This involves supporting staff and reviewing responses to ensure they cover all aspects of the original complaint, and comply with the Council’s complaints procedure and statutory requirements.
• Analyse information provided and obtained during an investigation and assess it in determining the validity of a complaint.
• Draft a response letter or report that addresses all the issues raised by the complainant and presenting complex arguments comprehensively and clearly.
• Responsible for the smooth operation of the Council’s complaints procedures.
• Work in partnership with partners, contractors and commissioned services and other agencies to ensure efficient handling of complaints. Review information received from divisional staff carrying out the complaints investigation to ensure that evidence of lessons learned has been included.
• Assist the Complaints and Feedback Manager in liaising with the Local Government Ombudsman regarding complaints brought against the Council, and ensuring that services respond to Ombudsman requests in a timely manner.
• Responsible for keeping up to date with changes to procedures and processes on a regular basis.
• Ensure the implementation of any decision(s) or recommendation(s) made arising from the various complaint procedures.

“Role Requirements” – to give yourself the maximum chance of success please try and ensure your CV addresses the following essential criteria:

Qualifications:

• GCSE’s Grade A-C, including Maths and English.

Experience:

• 3 years’ experience in complaint handling/dispute resolution.
• Experience of and able to use iCasework case-handling system is essential for this role.
• Experience in complaints handling and/or experience of working in a problem solving customer service role and ideally within a public sector organisation.

Skills:

• Ability to respond to complainants in a sensitive and understanding manner that demonstrates empathy.
• Excellent customer services skills and the ability to communicate at a high level both verbally and in writing.
• Ability to relate to people at all levels, and to deal with senior management and a range of external stakeholders with confidence.
• A high level of accuracy and attention to detail.
• IT literate in Word and Excel with the ability to learn how to use new systems as required.
• Ability to turn a negative experience into a positive outcome.
• Ability to resolve complex problems.
• Able to produce succinct, accurate reports on complaints with some analysis and data gathering of trends.
• Resilient with the ability to remain calm under pressure.
• Able to put the residents and customers first by being respectful and empathetic.

NB: Please feel free to apply to us direct via [email protected] by quoting the job reference and job title exactly. SEE DETAILS AT THE BOTTOM OF THIS AD.

If you have previously applied to one of our vacancies and have already sent the required supporting documentation to us, please make this clear when you re-apply as this will help speed up your application.

To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF.

If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.