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Complaints Resolution Specialist

2 months ago

Widnes, Halton, United Kingdom Community Integrated Care Full time
Job Description

**About the Role**

Community Integrated Care is seeking an experienced Complaints Manager to join our Quality Team. As a key member of our team, you will play a vital role in ensuring the charity responds positively to complaints and grievances, and that we learn from our experiences to improve the quality of our services.

**Key Responsibilities**

  • Investigate and resolve complaints and grievances in a fair and timely manner, ensuring that concerns are addressed and corrective action is taken.
  • Facilitate effective communication to resolve conflicts and concerns, often in emotional and distressing circumstances.
  • Identify training needs and provide subject matter expertise on complaints and grievances processes.
  • Contribute to analysis and present detailed information on trends and themes from complaints and grievances, using this information to support reports for senior stakeholders.
  • Draw out and disseminate organisational learning from customer feedback systems to promote a culture of continuous quality improvement.

**Requirements**

  • Educated to degree level or suitable equivalent work experience.
  • Current knowledge of the care sector, the needs of the people we support, and relevant legislation.
  • Extensive experience investigating complaints and grievances.
  • Experience reporting to senior stakeholders.
  • Experience of developing a reporting suite.
  • Strategy development and implementation.
  • Human rights and equality legislation knowledge.
  • Personalisation and inclusion knowledge.

**What We Offer**

  • A dynamic and supportive work environment.
  • Opportunities for career development and growth.
  • A competitive salary and benefits package.