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Transport Complaints and Appeals Officer

1 month ago

Kettering, United Kingdom North Northamptonshire Council Full time

About the role
The purpose of the role is to:
investigate, resolve, and respond to complaints from Service Users and other Stakeholders about the service and its delivery, working with stakeholders to improve the service experience for all Service Users.

manage the Council’s formal Transport Appeals process and to review decisions made by the Transport Coordination Officers or the Transport Planners to determine whether they are in accordance with legislation, the Home to School Transport Policy and Statutory Guidance.

What will you be doing?
You will be working as part of the Home to School Transport team, and in particular investigating and responding to complaints from parents, carers, service users and other stakeholders. You will also be carrying out Stage 1 appeals reviewing decisions made within the team where the service user or their family feel that the decision was incorrect, and putting together and collating evidence and papers for Stage 2 appeals or other legal processes, including for the Local Government Ombudsman.

About you
You must be able to make robust decisions regarding transport eligibility that are correctly evidenced and aligned to existing policy. You will have a good attention to detail ensuring that all complaints and appeals are dealt with promptly, effectively and are also properly recorded.

You will be quick to identify areas where our service could be improved, or where changes may be required to maintain compliance, and will work with the team to develop effective relationships in order to reach agreed outcomes of service delivery.

This is a busy role, with seasonal peaks and troughs, and you will be expected to manage your workload effectively, and meet deadlines and timescales.

About us
We are a new unitary council, established in April 2021; we are one of the largest unitary councils in the country. Our vision for North Northants is to be 'A place where everyone has the best opportunities and quality of life'.

Our priorities are:

- helping people live active fulfilled lives
- caring for our young people, providing them with high quality education and opportunities
- enabling a thriving and successful economy
- leading on a green and sustainable environment
- ensuring our communities are connected so they can shape their lives and where they live
- providing modern public services

Our values, as chosen by our staff, are - Customer-focused, Respectful, Efficient, Supportive and Trustworthy.

**Your differences make us different - Achieve Together.**
- We are undertaking consultation with the Trade Unions on terms and conditions and the future NNC pay structure and during this time are appointing new employees on interim spot salaries. You will be advised of the outcome and any impact on your role once this work is complete._

Our benefits
We offer:

- a competitive salary
- a pension scheme, where we pay a significant contribution on top of your contribution. It provides life cover and ill-health protection.
- opportunities to develop your skills, knowledge and potential in a large unitary council
- generous leave entitlement (27 days, rising to 32 days) and bank holidays, plus the option to buy up to an extra 10 days
- agile and flexible working arrangements to help you with a healthy work-life balance.