Compliance and Complaints Team Leader

3 weeks ago

Chelmsford, United Kingdom Essex County Council Full time

About the role

**Compliance and Complaints Team Leader**

Permanent, Full Time

Up to £37,232 per annum

Location: Chelmsford

Working Style: Anywhere worker

Closing Date: 29th January 2023

The Customer Services function at Essex Council has an ambitions transformation program centred on improving the customer experience, using continuous improvement methodology and principles.

The Complaints and Compliance team deal with complaints, compliance, compliments, and complex enquiries across the council and are passionate about supporting service areas to use learning from customer feedback and complaints to identify actions which make a difference.

In this role you will be working as part of a small management team consisting of two team leads and a team manager who manage and lead a team of 9 officers.

**The Opportunity**

You will lead on managing the statutory Adult and Children’s Social Care complaints process and will co-ordinate Council wide responses to the national Local Government and Social Care Ombudsman (LGSCO).

You will work with a wide range of stakeholders championing the customer experience, analysing the root causes of complaints and findings to make a difference to future service delivery using continuous improvement methodology.

You will ensure compliance to statutory requirements and both internal and external processes for complaints handling across ECC. This will require operating in a political environment, using tact and sensitivity with internal and external stakeholders.

**Job Accountabilities**
- Working as part of a management team to maintain the high standard of responses to statutory complaints; collaborating with stakeholders to ensure provision of accurate and timely information, listening to and acting on feedback from customers and the senior management team to continually improve the quality of all complaints resolutions.
- Responsible for researching and responding to statutory and complex complaints; checking the quality of the correspondence the team produces prior to issue to customers or for CEO/Senior Leader approval.
- Responsible for providing advice and guidance to Senior Leaders, in the preparation of responses to customers/service users. Investigate and prepare comprehensive case responses in line with corporate process.
- Undertake independent in depth case and complaint reviews in line with statutory processes. Identify learning opportunities to improve the customer experience, processes and reduce handoffs.
- Responsible for appointing Independent Investigating Officers, Review Panellists and Independent Persons; ensuring that there is no conflict of interest between parties.
- Act as a designated ‘Link Officer’ for the Local Government and Social Care Ombudsman (LGSCO) for any complaints, enquiries or interviews in line with LGSCO requirements.
- Prepare and deliver high quality communications identifying learning outcomes and agreeing resolutions recommendations with Senior Leaders/service areas.
- Prepare and deliver workshops and activities to collaboratively explore themes and learning from customer feedback and the root causes of complaints and complex enquiries to support service areas across ECC to identify changes they can make to reduce further similar issues.
- Responsibility for preparing advice for Senior Leaders on issues relating to statutory processes and policies, case outcomes, implications and risks.
- Acting on customer insight, including agreeing recommendations with relevant service areas/Senior Leaders to improve the quality of all complaint resolutions and service provision.
- Effective collaboration with wider business/stakeholders to ensure the provision of relevant, effective and timely information in relation to regulatory and statutory cases.
- Provide detailed commentary for reports and/or provide data and analysis for service areas and partners on complaints performance.
- Line management of circa. 4 Regulatory and Compliance Officers
- Supports Manager by providing direction for the team with the ability to focus on results and assists in developing a strong performance culture and a motivated team from diverse backgrounds to achieve local and statutory objectives.
- Specific individual and shared targets and objectives are defined annually within the performance management framework.

**The Experience you will bring**
- Educated to a good standard including a minimum in English and Maths at Grade ‘C’ or above or equivalent by experience, for example in the preparing and writing of formal responses and reports.
- Evidence of continuing professional development; knowledge in a political or regulated environment and Local Government experience is desirable, but experience in managing conflict in any sector is relevant.
- Experience of working within a customer resolution environment; knowledge of statutory adult and children social care complaints and the coordination of Ombudsman investigations would be an advan

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