Complaints Manager

Our client is a large local government organisation and looking for an experienced Complaints manager

This is initially a 3 month contract which may be extended for thee right candidate

You will

The purpose of this post is to lead and manage the complaints processes for the client

This includes overseeing direct management of the corporate complaint function and corporate complaints system. The role will have a key focus in building and maintaining effective relationships across the organisation, to ensure a seamless process for the management of complaints and a systematic process for learning and service improvement as a result of complaints and feedback.

Your ability to influence stakeholders across the organisation will be essential in driving positive change and implementing best practices in complaints management and your responsibilities will include adding rigor to the complaints handling process, ensuring thorough investigation and resolution.

The post holder will:

• Have ownership of the oversight and tracking of complaints across the organisation to ensure they are being responded to within organisational standards.

• Use corporate complaints and feedback information and intelligence to drive service improvements, inform scrutiny reviews and develop and deliver improvement projects.

• Provide strategic direction to the integration of complaints processes and in the use of customer complaint data gathered council wide to improve service design and increase customer satisfaction.

• Support effective governance across the organisation by gathering and analysing data on feedback and complaints and disseminating key findings to stakeholders such as Senior Management and Councillors.

• Build strong relationships with people who use our services to gain a better understanding and insight into their complaints and share learning across the organisation.

• Serve as a subject matter expert for complaint handling across the organisation, maintaining an active understanding of current thinking regarding complaint handling and developing innovative ways to enhance the service.

PLEASE NOTE THIS ROLE IS INSIDE SCOPE OF IR35