Complaints Officer

5 months ago

Hackney, United Kingdom 3M Resourcing Ltd Full time

3M Resourcing are working with the local authority to recruit a Complaints Officer.

3 Month Temporary Contract.

RESPONSIBLE FOR:

- Checking and quality assuring the work of others.
- Leading on work streams that involve managing the input of others.
- Leading on projects that involve managing the input of others from across the organisation, and could involve partners.

Performance Officers will be required to work across a number of different service areas and contexts across the organisation. Experience of working in and/or in depth knowledge in one of the following priority areas is desirable:

- Children’s services
- Adults services
- Local Government Finance
- Housing
- Health

JOB PURPOSE:
To support services to fulfil the performance management framework, and provide assurance that adequate performance systems are in place to fulfil corporate and statutory requirements.

To support the Performance Analyst in ensuring that managers can effectively understand and manage their business in order to deliver value for money services that are responsive to customers and strategic priorities.

CONTEXT/WORK ENVIRONMENT:
Performance Officers will be based within a central team but will work with services and managers across directorates according to the changing needs and priorities of the organisation. This may involve contributing to a number of different areas of work or projects at one time, in different parts of the organisation. They will support Performance Analyst in providing a responsive service to managers who have highlighted areas that need attention, as well as analysing data to inform prioritisation of the work that the Business Analysis function undertakes. This will mean that the work they are involved in will be varied and often changing.

The post holder will need to be flexible and adaptable, and able to develop and manage relationships with a wide range of managers and services. They will use a broad range of skills to support the Performance Analyst to give services the support they need. Their work may require supporting the design of systems and processes; diagnosing and providing solutions to performance problems; supporting services to change the way they do things; and helping services to make the best use of their resources.

**MAIN RESPONSIBILITIES**:
1. Enable services to plan and performance manage their business effectively and efficiently.
- Provide advice to managers across the organisation on a wide range of performance issues including target setting, data collection, benchmarking, inspection preparation, value for money assessment and quality assurance. Ensure that information collected is relevant and utilised.
- Identify areas where services may need more intensive support, based on an assessment of risk, and broker support from across the Business Analysis team, and other teams across the service.
- Critically analyse data collected from a wide range of sources (financial, performance, customer feedback) to provide managers with insight into performance issues, and to identify action to address. To do this Performance Officers will need to develop an understanding of a wide range of service areas across the organisation and be responsive to service needs, developing strong working relationships with managers across the organisation.

2. To ensure that the organisation has quality and timely information to make effective business decisions. This will be a key role for ensuring that the organisation delivers high quality value for money services, and prioritises resources effectively.
- Support services in fulfilment of the performance management framework and provide assurance that adequate performance management systems are in place to fulfil corporate and statutory performance management standards.
- Project manage necessary reporting processes to ensure that the organisation complies with reporting requirements set by Government, regulators and auditors. This will typically involve making sure that services have the right processes in place to respond to requirements, and carrying out appropriate and proportionate quality assurance.
- Understand and keep abreast of changing national agendas and legislation to ensure that the organisation fulfils requirements as efficiently and effectively as possible.
- Based on an assessment of risk, provide assurance on the data collection and quality systems that services have in place to senior managers. Where issues and risks of poor data quality are identified, work with services to improve systems and processes.
- Produce targeted performance reports as required to highlight issues and areas of risk to senior managers.

3. Work with the performance analyst to design bespoke and innovative solutions to difficult performance issues. This will typically involve:

- Carrying out analysis of different sources of data, across one service or a number of services and partner organisations, to provide an evidence base and intelligen

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