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Customer Resolution and Information Manager

2 months ago

Birkenhead, Wirral, United Kingdom Brackenberry Full time
{"Responsibilities": "Key Responsibilities
  • Liaise with elected members and Members of Parliament to respond to information requests.
  • Design and deliver training on complaints policies, procedures, and information responsibilities for staff and managers in Children\u2019s Services.
  • 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 organizations, and the community to shape and improve service delivery.
", "Qualifications": "Qualifications and Experience
  • Professional qualification or degree.
", "Experience": "Experience
  • Effective process management for complaints and enquiries.
  • Developing organizational 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 organization.
  • Customer-focused work, including with service users, families, elected members, MPs, other professionals, and organizations.
  • Staff management, working collaboratively to meet timescales and deadlines.
  • Managing a budget with complexity or risk.
  • Working with partners, regulatory bodies, including the Local Government Ombudsman, Information Commissioners, and other regulators.
  • Escalating issues, sharing learning, and developing action plans with senior managers.
  • Analyzing information to identify patterns and trends, reporting to senior managers.
  • Performance reporting, analysis, and learning from monitoring complaints and enquiries.
  • Providing advice and guidance to staff, including practitioners and senior managers.
", "Disclaimer": "

Brackenberry Ltd acts as an Employment Business for this vacancy. We are committed to equality in the workplace and are an equal opportunity employer. Unless stated, all roles are temporary, though assignments can be extended by clients on a longer term basis and can sometimes become permanent. We will interpret your application as permission to submit your CV to this role (with the right to represent you) unless advised otherwise. In case the role requires an enhanced DBS, your DBS must be either through us or accompanied by a subscription to the DBS updating service.

", "Remote Work": "No"}