Complaints and Improvements Officer

2 weeks ago

Aylesbury, United Kingdom Buckinghamshire Council Full time

**Salary**

£28,116 - £29,558

**Reference number**

BUC09228

**Contract type**

Permanent

**Working hours**

Full Time

**Level of DBS check required**

Basic

**Date posted**

4 Jun 2023, 11 p.m.

**Application deadline**

18 Jun 2023

**Overview**:
This is an exciting opportunity for a highly organised and motivated individual to join Buckinghamshire Council as part of a dynamic team in the role of **Complaints and Improvements Officer**. Reporting to the Senior Complaints and Improvements Officer you will work within the team responsible for the management of complaints, compliments and enquiries from MP’s.

**About us**:
The Complaints and Improvements Team sits within the Information Governance and Complaints Team, which is part of the Deputy Chief Executive’s Directorate.

The Complaints and Improvements Team assists the organisation by logging and managing complaints and MP Enquiries that come into the Council. We provide information and support to services to aid service improvement and learning from complaints.

There are 9 other officers in the Complaints and Improvements Team, each having specific roles around our complaints processes although working together as a team is very important to our success.

**About the role**:
For this role we are looking for someone who is able to manage a caseload efficiently. You will mainly be dealing with stage 1 corporate complaints and MP Enquiries but will, from time to time, be asked to support officers with Children’s and Adult Social Care complaints.

A broad knowledge of the Council will be helpful but not essential to a new starter. The Council is a large organisation and maintaining good relationships with council officers is key to our work. You will use your skills and knowledge to engage, influence, advise and challenge stakeholders to ensure complaints are fully investigated and responded to within the timescales detailed in our complaints policy.

The role also involves challenging our own processes and delivering training to promote excellent customer service, and compliance with our complaints policy and our regulator the Local Government and Social Care Ombudsman.

Any-Desk:
As an ‘any-desk’ worker, you’ll need to be connected to our network to access digital folders and resources, but this can either be from home or an office location when required. You will be required to work from the office a couple of times a week, depending on your role and team requirements*.

**About you**:
The successful applicant would ideally have previous complaint handling experience or experience in dealing with difficult and sensitive situations. Being calm and empathetic whilst talking to customers (both internal and external) are necessary skills.

You should be able to manage a caseload on your own, managing priorities and ensuring cases are escalated where necessary. You will be accountable for your work and will collaborate with council services in the resolution of customer complaints. Good problem solving skills would be an asset to this role.

The successful applicant will be self motivated to develop their own skills but will be encouraged and supported with their own development within the team.

**Other information**:
For further information on this role please see the attached job summary.

We are based on the ground floor of the Walton Street Offices and currently come into the office on 2 set days of the week for collaboration. The successful applicant will be very much part of this team working with all other colleagues in the Complaints and Improvements Team as well as the Information Governance Team.

Number of positions available: 1

Closing date: 18 June 2023

Shortlisting date: 19 - 23 June

Interview date: w/c 26 June

Interview-type / process: MS TEAMS

If you would like to have an informal conversation with the recruiting manager, please contact: Jemma Tamplin 01296 382186

This post is covered by the Rehabilitation of Offenders Act 1974 and therefore applicants are required to declare:

- Unspent convictions and/or unspent conditional cautions only

For further information on how long it takes for convictions and conditional cautions to be spent, please refer to Nacro’s guide on the Rehabilitation of Offenders Act.

**Our values and culture**:
We have a set of values, which our employees have chosen, that represent what we are - Proud, Ambitious, Collaborative and Trustworthy.

By joining Buckinghamshire Council, you can expect:
a fair and inclusive culture
- the chance to really make a difference to those around you
- health and well-being initiatives including an Employee Assistance Programme, Mental Health First Aiders and mindfulness workshops
- a unified voice through our Employee Representative Group
- ongoing support, and the opportunity to develop and progress in your career with us
- opportunities to take part in fun activities such as fundraising and social events

At Buckinghamshire Council, we know that our b

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