Compliance and Complaints Officer

3 weeks ago

Chelmsford, United Kingdom Essex County Council Full time

About the role

**Compliance and Complaints Officer**

Permanent, Full Time

Up to £27,338 per annum, pay award pending

Location: Chelmsford

Working Style: Anywhere worker

**Please note, we are currently recruiting for a permanent position and a 1 year fixed term contract position.**

**The Role**

Essex County Council (ECC) is one of the largest and most dynamic local authorities in the UK, serving a population of 2 million residents, and has a very successful track record of delivering transformational change. ECC anticipated change was needed in the public sector and has worked to deliver better quality at lower cost. We have an ambitious transformation agenda - one with the scope to reach every part of the council. We are changing the way we think, the way we work, and the ways in which we deliver our services. We are committed to becoming a place where individuals, partners and communities feel proud to play their role and genuinely want to belong. We’re immensely proud of our flexible working options.

**The Opportunity**

An opportunity has arisen to join our Compliance and Complaints Team, responsible for handling Statutory, Corporate and Ombudsman complaints. This is an exciting opportunity for someone to be part of a busy and high achieving team, full of variety and challenges.

As a Complaints Officer, you will be responsible for managing a caseload of complex complaints from residents and service users in in Essex, supporting directorates with good complaint handling and providing consistent responses within statutory complaints timescales. Excellent inter-personal, communication and organisational skills are required to liaise with managers and complainants to ensure responses meet the required standards and the procedure is appropriately followed within designated timescales.

As a Complaints Officer you will hold a broad range of varied casework consisting of Corporate, Statutory Adults, Statutory Children’s and Ombudsman complaints and complex enquiries. We handle complaints and complex enquiries across all areas of the council, however knowledge and experience of social care, SEND education or highways would be highly desirable.

We are passionate about supporting service areas across the council to use learning from customer feedback and complaints to identify actions which make a difference to Essex Residents.

**Accountabilities**
- Undertakes a broad range of activities to ensure ECC remains compliant in relation to complaint management and delivering high standard of responses to escalated executive enquiries, corporate and statutory complaints.
- Triage complaints to assess the most appropriate complaints process for individual cases to be progressed; where there is ambiguity, present reasoned options to a Complaints Team Lead.
- Work with colleagues across ECC to ensure that complaints are responded to within the relevant timescales and the complaints policy is adhered to.
- Take ownership and responsibility for complaint case management including undertaking researching and responding to a wide range of complaints and executive enquiries.
- Record, monitor and report on the progress of complaints and compliance with statutory and corporate procedures as required. You will need to be meticulous at record keeping to ensure we are compliant with statutory duties.
- Prepare and quality assure complaint responses for Managers, Senior Leaders and Chief Executive to sign off. You will therefor need to establish effective working relationships quickly with colleagues across directorates.
- Supports the Compliance and Complaints Team to ensure the successful delivery of monthly and annual targets and the implementation of projects to enhance the customer experience and improve complaint handling.

**The Experience You Will Bring**
- Education to A-level standard including GSCE in English and Maths at Grade ‘C’ or above or equivalent by experience.
- Experience of working within a customer resolution environment, particularly working within sensitive information with the ability to be tactful and diplomatic.
- Excellent communication skills both oral and written communications to understand and resolve complaints demonstrating empathy and an understanding of the customer.
- Good organisational skills and an ability to work to tight deadlines, prioritise own work, use own initiative and be self-motivating.
- A good knowledge and experience of complaint handling in a local government/health setting, particularly within the Corporate/Ombudsman remit and/or statutory complaints.
- Previous experience of dealing with people who are dissatisfied or unhappy.
- An awareness of the importance of client confidentiality and data protection.
- The ability to identify possible safeguarding concerns and ensure information is escalated to the appropriate service where needed.

To read more about us please visit: Climate, Environment and Customer Services

**Why Essex?**

Essex County Council has

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