Complaints Manager
3 weeks ago
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.
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