Customer Resolution Manager

4 weeks ago

London, Greater London, United Kingdom Brackenberry Full time

We are partnering with a Local Authority in Wirral to support the appointment of a Customer Resolution & Info Manager on a 1.5-month contract, with a high likelihood of extension at the client's discretion. Please submit your CV for immediate consideration.

Key Responsibilities:

  • Liaise with elected members and Members of Parliament to address information requests.
  • Design and deliver training on complaints policies, procedures, and information responsibilities for staff and managers in Children's Services.
  • Develop and agree annual measures and budgets for the Customer Resolution & Information Team.
  • Manage the Team budget, including the employment of self-employed independent investigators.
  • Liaise with elected members, senior managers, external organisations, and the community to shape and improve service delivery.

Requirements:

  • Professional qualification or degree.

Experience:

  • Effective process management for complaints and enquiries.
  • Developing organisational policies reflecting national legislation on complaints handling and information responsibilities.
  • Reviewing investigation reports to ensure compliance with Data Protection Act 2018 and GDPR.
  • Handling sensitive issues posing significant risk to the organisation.
  • Customer-focused work, including with service-users, families, elected members, MPs, other professionals, and organisations.
  • Staff management, collaborative working, and meeting deadlines.
  • Managing complex budgets with risk.
  • Working with partners, including the Local Government Ombudsman, Information Commissioners, and other regulators.
  • Escalating issues, sharing learning, and developing action plans with senior managers.
  • Information analysis, identifying patterns and trends, and reporting to senior managers.
  • Performance reporting, analysis, and learning from monitoring complaints and enquiries.
  • Providing advice and guidance to staff, including practitioners and senior managers.

Please note:

  • You should be available to work immediately or at short notice.
  • You should have the right to work in the UK.

Disclaimer: Brackenberry Ltd is acting as an Employment Business in relation to this vacancy. We are committed to equality in the workplace and are an equal opportunity employer. Unless otherwise stated, all our roles are temporary, though opening assignments can be extended by clients on a longer-term basis and can sometimes become permanent. Important: We will interpret your application as permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary. In case the role requires an enhanced DBS, your DBS must be either through us or accompanied by a subscription to the DBS updating service.

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