Complaints Resolution Manager

2 weeks ago


Worthing, West Sussex, United Kingdom Adur District and Worthing Borough Councils Full time

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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