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Customer Resolution

2 months ago

Wirral, United Kingdom Hatched Recruitment Group Full time

Customer Resolution & Info Manager

Birkenhead

Job Role

Be responsible for managing the Customer Resolution & Information Team to ensure that statutory and organisational requirements are met in relation to dealing with and responding to complaints, Freedom of Information (FOI) requests, Subject Access Requests (SAR) and enquiries made by Local Councillors and Members of Parliament in relation to Children's Services at the Council.

Key Responsibilities

Manage and oversee the effective and timely delivery of responses to all complaints, SAR, FOI, Section 29 Police Requests for disclosure and representations made to Children's Services.

Undertake analysis of subject access requests to ensure compliance with Data Protection Act 2018 and GDPR prior to escalation to Information Commissioner's Office (ICO).

Responsible for ensuring that the Council meets statutory timescales in relation to responding to complaints, FOI requests and SAR.

Manage the investigation of complex complaints by independent investigators, assess the quality of investigations and findings and authorise reports for adjudication.

Responsible for liaising with elected members and Members of Parliament in dealing and responding to requests for information.

Design and deliver training about complaints policies, procedures and information responsibilities to staff and managers across Children's Services.

Negotiate/mediate with customers in highly sensitive and difficult situations to resolve issues and mitigate risk.

Develop and agree annual measures and budgets for the Customer Resolution & Information Team.

Responsible for producing robust action plans which result from learning from complaints and ensure they are implemented across the directorate.

Responsible for managing Children's Services responses to Data Protection Act 2018 and Freedom of Information Act 2000 requests, co-ordinating, validating and releasing information.

Procure and update recording systems for complaints to ensure there is effective performance management of complaints, enquiries and information responsibilities