Corporate Feedback and Complaints Manager

1 month ago

Sheffield, United Kingdom Voluntary Action Sheffield Full time
Corporate Feedback and Complaints Manager

Category

Managerial

Organisation

Social Work England

Job Description

Social Work England are the specialist regulator for social work in England, focused on enabling positive change in social work. Every day, social workers support millions of people to improve their chances in life. We are taking a new approach to regulating social workers in their vital roles. We believe in the power of collaboration and share a common goal with those we regulate – to protect the public, enable positive change and ultimately improve people’s lives.

The internal quality assurance and customer experience team sits within our people and business support directorate. The team has a varied and rewarding remit which includes developing and implementing quality standards and frameworks; providing assurance that departments (in particular our regulatory functions) are operating effectively in line with our overarching statutory purpose to protect the public and identifying and promoting improvements in those areas; managing the relationship with our oversight body, the Professional Standards Authority, and leading our feedback and complaints processes. 

Purpose of the role

The role of corporate feedback and complaints manager is an operational position which supports our culture of continuous improvement. You will manage the development and delivery of our corporate feedback and complaints processes; investigating and responding to a range of feedback and complaints. You will act as a source of advice and guidance on providing good customer service and resolving disputes at the earliest opportunity. You will use the data and insights gathered through feedback and complaint to identify learning and improvements which support our strategic aims and overarching statutory purpose to protect the public.

What you will do
  • Develop relevant policies, procedures, guidance and systems to support our corporate feedback and complaints processes, ensuring that these are updated, seeking the views of those using or affected by them.
  • Investigate corporate feedback and complaints, working with colleagues and complainants/customers, ensuring investigations are robust, independent, and focused on a positive resolution.
  • Under the supervision of the head of internal quality assurance and customer experience investigate and draft responses to complex and/or high-profile complaints. Analysing and interrogating information from various sources to support robust conclusions.
  • Provide support and appropriate advice to complainants, and those raising concerns or providing feedback to assist them through our feedback and complaints processes, adapting your approach as necessary to ensure equity of access for all.
  • Provide effective line management of the corporate feedback and complaints officer, providing guidance, support, and identifying and implementing learning opportunities for their professional development.
  • Support the design and development of service standards and quality, ensuring that these are monitored and adhered to. As a subject matter expert, offer information, advice and guidance to colleagues on customer service, dispute resolution, and feedback and complaint handling.
  • Monitor and report on the implementation of corrective/improvement actions arising from recommendations made by the team, escalating delays to the head of internal quality assurance and customer experience where appropriate.
  • Undertake regular analysis of data obtained through feedback and complaints to identify and share lessons learnt to support improvement across the organisation.
  • Draft regular and ad-hoc reports in relation to feedback and complaints to provide the head of internal quality assurance and customer experience with an overview of the risks and opportunities identified through the feedback received.
  • Build and maintain strong professional relationships across teams and directorates, and with key external customers, contribute to departmental planning to support the delivery of our corporate objectives.
  • Develop and maintain your knowledge of the work of teams across the organisation to ensure you can support customers and the organisation in the most effective way.
Your skills, knowledge and experience
  • Proven experience of investigating complex and sensitive complaints, customer feedback or queries in line with defined standards, principles and policies, managing the needs and expectations of a wide range of customer.
  • Excellent analytical skills and an ability to collate and critically evaluate information from multiple sources and use this to support your decision making within deadlines.
  • Experience of reviewing, developing and implementing policies, procedures and systems.
  • A degree / equivalent customer service qualification, or relevant professional experience.
  • Excellent customer service and influencing skills, with proven ability to effectively handle sensitive situations with tact, diplomacy and professionalism.
  • An understanding, or the ability to quickly develop an understanding, of professional regulation and the social work sector.
  • The ability to tailor assistance for customers when needed, for example those who may be vulnerable, have English as a second language and/ or have other needs that may require support or adjustments.
  • Excellent written and oral communication skills including the ability to draft, and review the drafting of, clear and comprehensive correspondence, reports and presentations for a range of customers, often addressing difficult and/ or contentious issues.
  • Excellent time management skills with the ability to respond to changing priorities and conflicting timescales to ensure the objectives of the team are met.
  • A track record of respectful, open and honest behaviour including a demonstrable commitment to inclusion and diversity.
  • Strong influencing skills with a demonstrable ability to identify improvements and influence others to help drive forward change.
Details
  • Job type:Permanent.
  • Working pattern: Full-time role. However, a job share and/or compressed hours will be considered, subject to business needs.
  • Salary: £41,325 per year, rising to £43,560 per year after successful completion of a 6-month probationary period.
  • Location: Sheffield/hybrid remote.
  • Benefits: flexible working, contributory pension, life insurance and upcoming benefits portal.
  • Interview date: 29 May 2024
Application

During the application process, you'll be asked to provide answers to three questions from the job description. These answers will be what your application is scored on, please answer in as much detail as possible using examples where necessary.

Location

Sheffield

£41,325 rising to £43,560 after successful completion of a 6-month probationary period.

Type of Contract

Full Time

Hours

37 hours

Flexible working, contributory pension, life insurance and benefits portal

Closing Date

12-05-2024

How to Apply

To sign up for job alerts or advertise a job please login or register with VAS:

#J-18808-Ljbffr

  • Senior Customer Service Advisor

    4 weeks ago

    Sheffield, United Kingdom Sheffield City Council Full time

    An opportunity has arisen for a full time Senior Customer Service Advisor position within the Feedback and Complaints Team (Customer Services). The Customer Feedback and Complaints Team supports the wider council in the logging, tracking, and monitoring of complaints, whilst providing procedural guidance and support to colleagues to ensure adherence to the...

  • Complaints Officer

    16 hours ago

    Sheffield, United Kingdom NHS Professionals Full time

    **Job Title**: Complaints Officer - 37.5 Hours per week **Trust Location**: Sheffield Childrens NHS Foundation Trust Would you like to be a part of a team that works well together, always there to help each other? If you answered yes, then the Sheffield Childrens NHS Foundation Trust would love to hear from you **About the Trust** Sheffield Children’s...

  • Compliance and Complaints Officer

    4 weeks ago

    Sheffield, United Kingdom Nicholas Howard Full time

    We are currently recruiting for two exclusive roles for our client with a site in London and Sheffield. The positions are for a Compliance and Complaints Officer. Both roles are permanent, one being full time, the other being part time (2 days a week). Our client’s group is a dynamic, credit orientated lending business which is backed by one of...

  • Complaints Expert

    16 hours ago

    Sheffield, United Kingdom Aviva Full time

    Complaints Expert - salary ranges from £22,000 - £27,000 Location: Norwich, York, Sheffield, Eastleigh Are you passionate about delivering brilliant customer experience and helping customers when they need it most? We are looking for people to support our customers when things go wrong and help to put things right. People who truly care and are willing...

  • Compliance and Complaints Officer

    1 month ago

    Sheffield, United Kingdom Nicholas Howard Full time

    We are currently recruiting for two exclusive roles for our client with a site in London and Sheffield. The positions are for a Compliance and Complaints Officer. Both roles are permanent, one being full time, the other being part time (2 days a week). Our client’s group is a dynamic, credit orientated lending business which is backed by one of...

  • B2B PR account director- corporate

    13 hours ago

    Sheffield, United Kingdom Corporate reputation & B2B PR Full time

    Four is trusted to build and manage the corporate reputations of major UK and international brands. Our clients include Network Rail, Baillie Gifford, The Portman Estate, Argent / King’s Cross, Fleet Street Quarter and Middle East giga-projects. As a result of these new wins, retentions and a very strong pipeline, we are looking for an experienced,...

  • Quality Complaints Service Administrator

    8 hours ago

    Sheffield, United Kingdom Accor Hotels Full time

    To attend and handle all incoming and outgoing room reservation requests, as per the hotel standards and procedures. To attract guests and to enhance their loyalty, providing a distinctive service through communication and sales skills, in order to improve the hotel's image and to increase revenue. To recognize VIP guests and to apply the concerned...

  • Corporate Trainer

    4 weeks ago

    Sheffield, United Kingdom OX Seven Full time

    Standing in front of a group of people and delivering quality training material comes naturally to you doesn’t it? We’re looking for a Corporate Trainer to join a training consultancy that have doubled in size in the last couple of years and are continuing to see fantastic levels of growth and an increasing demand for their services. This company...

  • Call Centre Agent

    1 month ago

    Sheffield, United Kingdom 123 Recruitment and Training Full time

    Call Center Representative/ Telemarketer Salary £20,000 - £22,000 - OTE £25,000 Uncapped (No Experience Needed ) **Duties**: - Make outbound calls to customers to promote products or services - Conduct market research and gather customer feedback through phone surveys - Provide information and answer questions about products or services - Handle...

  • Corporate Tax Manager

    5 days ago

    Sheffield, United Kingdom CareerBliss Full time

    Our client is an independent and forward-thinking firm of accountants dedicated to providing exceptional tax, audit, and advisory services. With a strong reputation for delivering personalized solutions, they serve a diverse portfolio of clients. They are looking to recruit a highly skilled and experienced Corporate Tax Manager or Senior Manager to join...

  • Corporate Tax

    2 days ago

    Sheffield, United Kingdom Parker Wright Consulting Full time

    If you are an ambitious Corporate Tax professional with Tax Compliance and/or Tax Advisory experience, then there has never been a better time to join my prestigious client; an award winning professional services practice who are considered as one of the key 'movers and shakers' within the Tax Advisory arena. They have an enviable reputation, providing...

  • Corporate Tax Manager

    6 days ago

    Sheffield, United Kingdom IPS Group Full time

    Our client is an independent and forward-thinking firm of accountants dedicated to providing exceptional tax, audit, and advisory services. With a strong reputation for delivering personalized solutions, they serve a diverse portfolio of clients. They are looking to recruit a highly skilled and experienced Corporate Tax Manager or Senior Manager to join...

  • Corporate Tax Manager

    5 days ago

    Sheffield, United Kingdom IPS Group Full time

    Our client is an independent and forward-thinking firm of accountants dedicated to providing exceptional tax, audit, and advisory services. With a strong reputation for delivering personalized solutions, they serve a diverse portfolio of clients. They are looking to recruit a highly skilled and experienced Corporate Tax Manager or Senior Manager to join...

  • Corporate Tax Manager

    5 days ago

    Sheffield, United Kingdom IPS Group Full time

    Our client is an independent and forward-thinking firm of accountants dedicated to providing exceptional tax, audit, and advisory services. With a strong reputation for delivering personalized solutions, they serve a diverse portfolio of clients. They are looking to recruit a highly skilled and experienced Corporate Tax Manager or Senior Manager to join...

  • Corporate Tax Manager

    6 days ago

    Sheffield, United Kingdom IPS Group Full time

    Our client is an independent and forward-thinking firm of accountants dedicated to providing exceptional tax, audit, and advisory services. With a strong reputation for delivering personalized solutions, they serve a diverse portfolio of clients. They are looking to recruit a highly skilled and experienced Corporate Tax Manager or Senior Manager to join...

  • Corporate Tax Manager

    6 days ago

    Sheffield, United Kingdom IPS Group Full time

    Our client is an independent and forward-thinking firm of accountants dedicated to providing exceptional tax, audit, and advisory services. With a strong reputation for delivering personalized solutions, they serve a diverse portfolio of clients. They are looking to recruit a highly skilled and experienced Corporate Tax Manager or Senior Manager to join...

  • Corporate Tax Manager

    6 days ago

    Sheffield, United Kingdom IPS Group Full time

    Our client is an independent and forward-thinking firm of accountants dedicated to providing exceptional tax, audit, and advisory services. With a strong reputation for delivering personalized solutions, they serve a diverse portfolio of clients. They are looking to recruit a highly skilled and experienced Corporate Tax Manager or Senior Manager to join...

  • Conduct Risk Lawyer

    2 days ago

    Sheffield, United Kingdom Kennedys Full time

    Kennedys is looking for a Conduct Risk lawyer to join our Risk & Compliance team (in any of our offices) who provide expert information, advice and guidance to the Firm on professional responsibility, risk and compliance issues. This role will be responsible for reviewing our complaints procedures/policies and developing complaints handling processes which...

  • Corporate Tax Manager/Senior Manager

    2 days ago

    Sheffield, United Kingdom Spencer Clarke Group Full time

    Spencer Clarke Group are currently working alongside an AWARD-WINNING Accountancy Firm who are currently looking to recruit across their Corporate Tax Division. Our client is looking to recruit someone who is at either Corporate Tax Manager or Corporate Tax Senior Manager level, to join their hugely successful, super modern, and award-winning Accountancy...

  • Corporate Tax Manager/Senior Manager

    2 days ago

    Sheffield, United Kingdom Spencer Clarke Group Full time

    Spencer Clarke Group are currently working alongside an AWARD-WINNING Accountancy Firm who are currently looking to recruit across their Corporate Tax Division. Our client is looking to recruit someone who is at either Corporate Tax Manager or Corporate Tax Senior Manager level, to join their hugely successful, super modern, and award-winning Accountancy...