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Complaints Management Specialist
2 months ago
We are seeking a highly skilled Complaints Manager to join our team at Adur District and Worthing Borough Councils. As a key member of our corporate team, you will be responsible for managing the corporate and complaints process, striving for excellence in complaints management.
Key Responsibilities- Oversee the effective management of complaints across the council, ensuring appropriate policies, procedures, and guidance are in place and followed.
- Provide advice and assurance to colleagues when dealing with complaints received from members of the public, Local Government and Social Care Ombudsman (LGSCO), and Housing Ombudsman (HO).
- Monitor complaints, analyse trends, and provide qualitative and quantitative reports to drive improvements in service areas.
- Review root causes, identify lessons, and implement process and behavioural improvements.
- Develop and maintain effective relationships with stakeholders, including Council members, staff, and external partners.
- Manage and develop a team of up to 3 members of staff, providing guidance, support, and coaching to ensure high performance.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders.
- Strong analytical and problem-solving skills, with the ability to interpret data and drive improvements.
- Proven experience in complaints management, with a strong understanding of relevant policies and procedures.
- Ability to work independently and as part of a team, with a flexible and adaptable approach to work.
- Strong leadership and management skills, with the ability to motivate and develop a team.
- A competitive salary and benefits package, including a generous leave entitlement and local government pension.
- Opportunities for professional development and training, to support your career growth and success.
- A supportive and inclusive work environment, with a commitment to diversity and equality.
- A range of employee benefits, including flexible working options, occupational health, and an employee assistance programme.
