Complaints Resolution Manager
2 weeks ago
Job Summary:
The Complaints Manager will be responsible for overseeing the effective management of complaints across the council, ensuring appropriate policies, procedures, and guidance are in place and followed.
Key Responsibilities:
- Manage the corporate and complaints process, striving for excellence in complaints management.
- 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, analyze trends, and provide qualitative and quantitative reports.
- Drive improvements in service areas using data.
- Review root causes and ensure appropriate lessons are identified and process and behavioral improvements implemented.
- Responsible for monthly, quarterly, and annual reporting, and self-assessment.
- Meet with Council members (MRC's) quarterly to inform on complaints performance.
- Matrix manage up to 3 members of staff.
Requirements:
- Basic DBS clearance and three years' employment referencing.
- Commitment to supporting care leavers, in accordance with the Children (Leaving Care) Act 2000 and the Children and Social Work Act 2017.
Benefits:
- Generous leave entitlement; a minimum of 26 days + Bank Holiday entitlement.
- Local Government Pension.
- Training & development.
- Occupational Health.
- Employee Assistance Programme (EAP).
- Employee resource groups/networks.
- Buddy Support Programme.
- Flexible working options.
About Us:
Adur District and Worthing Borough Councils are committed to promoting a diverse and inclusive community - a place where we can all be ourselves and succeed on merit. Staff work in a supportive and safe environment, recognizing their responsibility to value and respect each other's contributions. Standards of conduct must be of the highest level to ensure that no-one is harassed, bullied, or victimized. We offer a range of family-friendly, inclusive employment policies, staff engagement forums, and are keen to hear from applicants from a variety of different backgrounds.
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