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Complaints Management Officer

3 months ago

Manchester, United Kingdom Office for Standards in Education, Children's Services and Skills Full time

Position Overview

We are seeking an ARC Team Coordinator to become a vital member of our Complaints Against Schools (CAS) unit.

In this role, reporting directly to the CAS Manager, you will play a crucial part in overseeing the workflow and productivity of CAS administrators. Effective management of incoming communications and case management is essential for success in this position. The ARC Team Coordinator will also be responsible for supervising the CAS administrators, addressing their professional development needs to foster continuous improvement, and establishing efficient administrative practices.

This role presents an excellent opportunity to enhance your skills within Ofsted’s reputable team. The successful candidate will collaborate with accomplished professionals across various levels, within a supportive and welcoming environment. You will benefit from a range of perks, including flexible working arrangements, participation in the Civil Service Pension Scheme, and generous annual leave plus bank holidays. A hybrid working model is available, allowing you to balance your time between the office and remote work.

Job Responsibilities

For detailed information regarding the responsibilities associated with this position, please consult the job specification.

Candidate Profile

For a comprehensive outline of the qualifications and attributes we are looking for, please refer to the job specification.

Core Competencies

During the selection process, candidates will be evaluated based on the following competencies:

  • Adaptability and Improvement
  • Effective Communication and Influence
  • Collaboration and Teamwork
  • Personal and Professional Development

Technical Proficiencies

Candidates will also be assessed on the following technical skills:

  • Experience in managing team performance in a high-volume, fast-paced customer service setting.
  • Proficient understanding and application of administrative and organizational skills, along with strong verbal and written communication abilities.
  • Demonstrated proficiency in Excel, Word, and Outlook, with the capability to learn additional software applications.
  • Proven track record in delivering projects and achieving operational goals within established policies and frameworks.

Employee Benefits

In addition to a competitive salary of £28,352, the Office for Standards in Education, Children's Services and Skills contributes £7,763 towards your membership in the Civil Service Defined Benefit Pension scheme.

Comprehensive details regarding the benefits available can be found in our brochure. Ofsted is committed to promoting equality, diversity, and inclusion. We aim to enhance the representation of under-represented groups within our organization and publish our progress annually. We actively seek to diversify our workforce by attracting candidates from various backgrounds and experiences. We take pride in being a Disability Confident Leader, engaging with our staff networks for protected characteristics, and highlighting the initiatives of our Equalities, Diversity, and Inclusion (EDI) Group. We ensure that all candidates are treated fairly and equitably, with all appointments made based on merit, utilizing our Disability Confident Scheme (DCS) to assure candidates of this commitment.