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Customer Resolution Manager

2 months ago

Birkenhead, Wirral, United Kingdom Brackenberry Full time
Job Title: Customer Resolution Info Manager

We are seeking a highly skilled Customer Resolution Info Manager to join our team at Brackenberry Ltd. This is a temporary role with a high likelihood of extension or conversion to a permanent position.

Key Responsibilities:
  • Liaise with elected members and Members of Parliament to respond to requests for information.
  • Design and deliver training on complaints policies, procedures, and information responsibilities to staff and managers.
  • 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.
Desirable Skills:
  • Managing effective processes for dealing with 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.
  • Dealing with sensitive issues posing significant risk to the organisation.
  • Working in a customer-focused role with service users, families, elected members, MPs, other professionals, and organisations.
  • Managing staff to meet timescales and deadlines.
  • Managing a budget with complexity or risk.
  • Working with partners, regulatory bodies, and senior managers.

Please note that you should be available to work immediately or at short notice and 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 opportunities employer.