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Complaints Manager
2 months ago
We are seeking an experienced Complaints Manager to join our team at the Greater London Authority. As a key member of our Public Liaison Unit, you will be responsible for leading a team of officers to provide first-line contact for members of the public via emails, letters, and telephone calls.
The successful candidate will have a proven track record of delivering high-quality customer service, experience in leading and mentoring teams, and a strong understanding of complaint handling procedures. You will work closely with the Senior Manager of Public Liaison Unit to develop an effective and efficient public information service to inform and promote the work of the Authority.
Key Responsibilities- Lead a team of officers to provide first-line contact for members of the public via emails, letters, and telephone calls.
- Develop and implement effective complaint handling procedures to ensure that all complaints are dealt with in a timely and efficient manner.
- Work closely with the Senior Manager of Public Liaison Unit to develop an effective and efficient public information service to inform and promote the work of the Authority.
- Provide support to the Senior Manager of Public Liaison Unit in the development of strategies and policies to improve customer service and engagement.
To be successful in this role, you will need:
- Proven experience in leading and mentoring teams.
- Strong understanding of complaint handling procedures.
- Excellent communication and interpersonal skills.
- Ability to work in a fast-paced environment and prioritize tasks effectively.
We offer a competitive salary and benefits package, including 30 days annual leave, interest-free season ticket loan, and a career-average pension scheme. We are committed to being an inclusive employer and welcome applications from candidates who are seeking part-time work.
