Customer Resolution Manager

3 days ago

Birkenhead, Wirral, United Kingdom Brackenberry Full time
{"title": "Customer Resolution Manager", "content": "Job Summary

We are seeking a highly skilled Customer Resolution 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, as well as designing and delivering training on complaints policies and procedures.

Key Responsibilities
  • Liaise with elected members and Members of Parliament to respond to requests for information.
  • Design and deliver training on complaints policies and procedures.
  • Develop and agree annual measures and budgets for the Customer Resolution 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 on 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-focussed role, including with service-users, families, elected members, MPs, other professionals, and organisations.
  • Managing staff, working collaboratively to support each other and meet timescales and deadlines.
  • Managing a budget with complexity or risk.
  • Working with partners, including the Local Government Ombudsman, Information Commissioners, and other regulators.
  • 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 reputable company. The successful candidate will be required to have the right to work in the UK and be available to start immediately or at short notice.

Please note that 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.

", "lang_code": "en"}

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