Customer Resolution and Information Manager

2 weeks ago

Birkenhead, Wirral, United Kingdom Brackenberry Full time
Job Description

We are seeking a highly skilled Customer Resolution and Information Manager to join our team at Brackenberry Ltd. This is a 2-month contract with a high likelihood of extension, working closely with a Local Authority in Wirral.

Key Responsibilities
  • Liaising with Elected Members and External Partners: Develop and maintain effective relationships with elected members, Members of Parliament, and external organizations to ensure seamless communication and information exchange.
  • Training and Development: Design and deliver comprehensive training programs for staff and managers across Children's Services, focusing on complaints policies, procedures, and information responsibilities.
  • Team Management and Budgeting: Oversee the Customer Resolution & Information Team budget, including the employment of self-employed independent investigators, and develop annual measures and budgets.
  • Service Delivery and Improvement: Collaborate with elected members, senior managers, and external partners to shape and improve service delivery, ensuring alignment with national legislation and organizational policies.
Requirements
  • Professional Qualification or Degree: Possess a relevant professional qualification or degree.
  • Experience and Skills: Proven experience in managing and implementing effective processes for dealing with complaints and enquiries, developing organizational policies, and reviewing investigation reports.
  • Customer-Focused Role: Demonstrate a customer-focused approach, working collaboratively with service users, families, elected members, MPs, other professionals, and organizations.
  • Staff Management and Budgeting: Manage staff and budgets effectively, ensuring timely delivery of projects and adherence to organizational policies.
  • Regulatory Compliance: Ensure compliance with regulatory bodies, including the Local Government Ombudsman, Information Commissioners, and other relevant authorities.
  • Performance Reporting and Analysis: Analyze information to identify patterns and trends, reporting to senior managers and developing learning from monitoring of complaints and enquiries.
Important Notes
  • Availability and Right to Work: Be available to work immediately or at short notice and have the right to work in the UK.
  • Disclaimer: Brackenberry Ltd is acting as an Employment Business in relation to this vacancy, committed to equality in the workplace and an equal opportunity employer.

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