Customer Resolution Manager

2 days 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.

About the Role:

The successful candidate will be responsible for liaising with elected members and Members of Parliament to respond to requests for information. They will also design and deliver training on complaints policies, procedures, and information responsibilities to staff and managers across Children's Services.

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.
  • 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:

To be successful in this role, you will need:

  • A professional qualification or degree.
  • Experience in managing and implementing effective processes for dealing with complaints and enquiries.
  • Developing organisational policies that reflect national legislation relating to the handling of complaints and information responsibilities.
  • Reviewing investigation reports to ensure compliance with Data Protection Act 2018 and GDPR.
  • Dealing with sensitive issues that may pose significant risk to the organisation.
  • Working in a customer-focused role, including with service users, families, elected members, MPs, other professionals, and organisations.
  • Managing staff to work collaboratively to support each other and meet timescales and deadlines.
  • Managing a budget with complexity or risk.
  • Working with partners, regulatory bodies, and senior managers to escalate issues, share learning, and develop action plans.
  • Analysing information to identify patterns and trends and reporting to senior managers.
  • Performance reporting, analysis, and developing learning from monitoring of complaints and enquiries.
  • Providing advice and guidance to staff, including practitioners and senior managers.
What We Offer:

We offer a competitive rate of pay and the opportunity to work with a dynamic team at Brackenberry Ltd. If you are a motivated and experienced professional looking for a new challenge, please apply with your CV for immediate consideration.

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.

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