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Customer Resolution Manager
2 months ago
Customer Resolution & Info Manager
Wirral
£27/hr
Full time: Mon - Fri 36/hrs
JOB ROLE PURPOSE
As a key member of the Hatched Recruitment UK team, we are seeking an experienced Customer Resolution & Info Manager to join our client, Wirral Council. The successful candidate will be responsible for managing the Customer Resolution & Information Team, ensuring that statutory and organisational requirements are met in relation to dealing with and responding to complaints, Freedom of Information (FOI) requests, Subject Access Requests (SAR) and enquiries made by Local Councillors and Members of Parliament in relation to Children's Services.
KEY TASKS
1. Manage and oversee the effective and timely delivery of responses to all complaints, SAR, FOI, Section 29 Police Requests for disclosure and representations made to Children's Services.
2. Undertake analysis of subject access requests to ensure compliance with Data Protection Act 2018 and GDPR prior to escalation to Information Commissioner's Office (ICO).
3. Responsible for ensuring that the Council meets statutory timescales in relation to responding to complaints, FOI requests and SAR.
4. Manage the investigation of complex complaints by independent investigators, assess the quality of investigations and ensure that all necessary actions are taken to resolve complaints in a timely and effective manner.
Requirements
The ideal candidate will have experience in managing a team and ensuring compliance with statutory requirements. Strong analytical and problem-solving skills are essential, as well as excellent communication and interpersonal skills. The ability to work under pressure and meet deadlines is also crucial.
What We Offer
We offer a competitive salary and a range of benefits, including opportunities for professional development and a supportive team environment.
