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Customer Resolution Manager
2 months ago
We are seeking a highly skilled Customer Resolution Info Manager to join our team at Brackenberry Ltd. The successful candidate will be responsible for liaising with elected members and Members of Parliament to respond to requests for information.
Key Responsibilities:
- Design and deliver training on complaints policies, procedures, and information responsibilities to staff and managers across Children's 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 organisations, and the community to shape and improve service delivery.
Requirements:
- Professional qualification or degree.
- Experience in managing and implementing effective processes for dealing with complaints and enquiries.
- Ability to develop organisational policies reflecting 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, including the Local Government Ombudsman, Information Commissioners, and other regulators.
- Working with senior managers to escalate issues, share learning, and develop action plans for improved practice and standards.
- 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.
Important Notes:
- You should be available to work immediately or at short notice.
- You should have the right to work in the U.K.
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. Unless otherwise stated, all of our roles are temporary, though opening assignments can be and often are extended by clients on a longer term basis and can sometimes become permanent. Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary. In case the role requires an enhanced DBS, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.
Remote Work: No
