Complaints Manager

17 hours ago

London, Greater London, United Kingdom Reed Full time

Public Liaison Manager

Reed is seeking a highly skilled Public Liaison Manager to join the Greater London Authority (GLA) team on a 3-month contract, with possibilities of further extensions. This is a full-time role, Monday to Friday, 37 hours per week, with 2 days in office and 3 days' work from home.

Job Purpose:

  • Lead the GLA's public liaison Triage team and operations efficiently and effectively, ensuring the Authority meets its service standards.
  • Support the Mayor's/GLA's process of engagement and ensure it acts as an open channel of communication, informing Londoners consistently and coherently of the Mayor's/GLA's strategies, policies, and decisions.
  • Implement the GLA's procedures, such as complaints, vexatious, and accessible communications, and make recommendations to ensure procedures and policies remain relevant.
  • Lead liaison for the GLA's public liaison Triage team across the Authority, ensuring a co-ordinated and thorough public information service.

Key Responsibilities:

  • Proven line management experience.
  • Evidence of delivering high-quality customer service and experience with change management and business collaboration, contributing to organisational transformation.
  • Experience leading and mentoring teams to foster inclusive, collaborative, and creative work environments to deliver effective services.
  • Experience managing crisis communications issues in a busy political environment, including an understanding of complaint handling procedures.

Requirements:

  • Proven management experience in customer-focused roles.

About the Role:

This role requires a high level of customer service skills, change management experience, and business collaboration skills. The ideal candidate will have experience leading and mentoring teams, managing crisis communications, and implementing procedures and policies.

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