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Complaints Resolution Specialist

2 months ago

London, Greater London, United Kingdom LB RICHMOND UPON THAMES & LB WANDSWORTH Full time
Job Description

Job Title: Complaints Resolution Specialist

Job Summary:

We are seeking an experienced Complaints Resolution Specialist to join our Complaints Team at LB Richmond upon Thames & LB Wandsworth. The successful candidate will be responsible for managing a caseload of complex complaints from residents and service users in both boroughs and supporting directorates with good complaint handling.

Key Responsibilities:

  • Communicate directly with members of the public who have made complaints while demonstrating excellent interpersonal skills.
  • Provide advice and support to colleagues in all service areas regarding our complaints procedures.
  • Review and quality assure responses to complaints that managers have drafted.
  • Record, monitor and report on the progress of complaints and compliance with statutory and corporate procedures as required.
  • Assess the most appropriate complaints process for individual cases to be progressed.
  • Ensure complainants and colleagues follow the appropriate complaints procedure within relevant timescales.

Requirements:

  • A good knowledge and experience of complaint handling in a local government/health setting, particularly within the Adult and Children's Statutory remit.
  • The ability to effectively communicate with a wide range of people.
  • Good common sense and an ability to analyse and summarise complex issues.
  • Previous experience of dealing with people who are dissatisfied or unhappy.
  • An awareness of the importance of client confidentiality and data protection.
  • An awareness of the Equalities Act 2010 and the importance of providing an accessible and inclusive complaints service.
  • The ability to identify possible safeguarding concerns and ensure the necessary referrals or alerts are made.

Working for Us:

We are committed to making our recruitment practices as inclusive as possible for everyone. We are committed to promoting equality and diversity and developing a culture that values differences, recognising that employees from a variety of backgrounds bring important and positive contributions to the Councils and can improve the way we deliver services.

We are proud to be a Disability Confident employer. If you require any reasonable adjustments throughout the recruitment and selection process, please let us know.

We are also committed to safeguarding and promoting the welfare of children and young people/vulnerable adults and expects all staff and volunteers to share this commitment.