Complaints and Compliments Lead

2 weeks ago


Halifax, United Kingdom Calderdale Council Full time

Application closing date
10/09/2023
- Location
Halifax
- Salary
Scale PO1-4, SCP 27-30, £33,820 - £36,298 per annum.
- Package
37 Hours Per Week Permanent.
- Job category/type
Council
- Job description**Post Ref: CC755**

As a Complaints and Compliments Lead, you will play a pivotal role in upholding the quality and integrity of our services by effectively managing the entire Complaints and Compliments process across the Council.

As a senior member of the Customer Access Team, your role will contribute to the Council's commitment to continuous improvement by developing robust systems, analysing feedback data, and sharing insights with senior colleagues across the organisation.

**Does this describe you?**
- You can oversee a high-quality feedback service that not only resolves complaints but also contributes to improved user outcomes and service enhancements, all while adhering to the Customer Experience Framework and Complaints Policies.
- You excel in building productive relationships, particularly with the Ombudsman office, ensuring prompt responses to inquiries and proactive action based on findings. Your collaborative spirit facilitates effective communication and resolution.
- You will be able to establish streamlined procedures for coordinating complaints through statutory processes with a knack for collaboration with managers and staff leading to early resolutions and well-informed redress options.
- You champion alternative dispute resolution, valuing mediation and conflict resolution principles that address concerns at the initial point of contact, enhancing user satisfaction and minimising escalation.
- Your dedication extends to empowering investigating officers through training and support, helping them meet performance standards while aligning with Council requirements.
- Your analytical abilities shine as you implement efficient management information systems, extracting insights from local policy and performance data to identify trends in complaints and customer care, facilitating continuous improvement.
- You foster a positive approach to complaints within the Council, and your potential to conduct training sessions is an avenue for enhancing understanding and resolution strategies.

**What we need from you**:

- A relevant professional qualification or demonstrate a minimum of 2 years' experience in complaints management.
- Showcase a proven history of navigating complex complaints in a public sector setting.
- An understanding of complaints handling processes, especially in social care services.
- Leverage your senior-level experience to resolve complaints and enhance customer service.
- Possess leadership acumen, thriving as a coach and collaborator
- Proficient in Microsoft Office 365 software, Case Management Systems, and data analysis.
- Present strong communication skills for effective representation and engagement.
- Display the ability to interpret policy and make sound decisions.
- Exhibit organisational and prioritisation skills in fast-paced environments.

**Closing Date: 10 September 2023.**

**Interview and Presentation Date: 18 September 2023.**

We may utilise digital interview methods.

On 30 January 2019, the Council declared a climate emergency in a bold move to step up its action to tackle climate change.

We reserve the right to close vacancies prior to the advertised closing date, an early submission is advised.


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