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Customer Resolution

1 month ago

Birkenhead, Wirral, United Kingdom Brackenberry Full time

We are seeking a highly skilled Customer Resolution & Info Manager to join our team at Brackenberry Ltd. This is a 2-month contract, highly likely to be extended at the client's discretion.

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 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:

  • Managing effective processes for dealing with complaints and enquiries.
  • Developing organisational policies reflecting national legislation on complaints handling and information responsibilities.
  • Reviewing investigation reports to ensure compliance with Data Protection Act 2018 and GDPR.
  • Dealing with sensitive issues posing 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 meet timescales and deadlines.
  • Managing a budget with complexity or risk.
  • Working with partners, including the Local Government Ombudsman, Information Commissioners, and other regulators.
  • Working with senior managers to escalate issues, share learning, and develop action plans.
  • Analysing information to identify patterns and trends, reporting to senior managers.
  • Performance reporting, analysis, and developing learning from monitoring complaints and enquiries.
  • Providing advice and guidance to staff, including practitioners and senior managers.

Please note:

  • You should be available to work immediately or at short notice.
  • You should 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 opportunity employer.