Complaint Service Improvement Officer

4 days ago

Greenwich SE, United Kingdom CRA GROUP RECRUITMENT AND PAYROLL LTD Full time £400,000 - £450,000 per year
Summary

The role is pivotal in managing customer complaints, member and MP inquiries, and statutory requests such as Freedom of Information (FOI), Environmental Information Requests (EIR), and Data Protection requests (DPRs). The position involves leading service improvement initiatives within the Directorate, supporting project work, and ensuring compliance with legislative and corporate guidelines. The role is crucial for maintaining high service standards and enhancing the Directorate's operational efficiency.

Responsibilities
  • Handle customer complaints, member and MP inquiries, and statutory requests, including FOIs, EIRs, and DPRs.
  • Lead and initiate service improvement projects within the Directorate.
  • Support the Community Services Directorate with project work and administrative tasks.
  • Analyse, allocate, and manage all forms of representations, including complaints and inquiries, on behalf of the Directorate and Departmental Management Team (DMT).
  • Develop departmental procedures and ensure adherence to corporate procedures.
  • Manage the response, collation, and distribution of FOIs, EIRs, and Data Protection requests.
  • Research and recommend service improvements and best practices to managers and DMT.
  • Monitor casework to ensure timely responses and alert DMT to potential issues.
  • Assist in investigating complex complaints and inquiries, providing high-level service.
  • Lead the Directorate's use of corporate case working systems and develop logging processes.
  • Organize and lead monthly meetings to identify and implement service improvements.
  • Review and update procedures related to complaints in line with legislation and guidance.
  • Produce and analyse data for reports to support planning and decision-making.
  • Develop systems to provide information for effective service monitoring and quality assurance.
  • Identify problem areas and ensure lessons learned from complaints are reported.
  • Promote awareness of complaints procedures and foster a responsive culture.
  • Maintain the Directorate's Complaints and Correspondence Logs.
  • Create performance reports and collate data for the Directorate Management Team.
  • Develop and run Tenant Satisfaction Measures and training packages for residents.
  • Supervise the Service Improvement Assistant and manage their workload.
  • Represent the Directorate at benchmarking and networking events.
  • Assist with open days and consultations as needed.
  • Manage conflicting priorities and adapt to changing team priorities.
  • Utilize IT systems for performance management and information dissemination.
  • Monitor compliance with council legislation, policies, and procedures.
  • Be proactive in safeguarding responsibilities.
  • Undertake additional duties as required, adhering to health and safety regulations and council policies.
  • Lead customer satisfaction survey evaluations to identify improvement areas.
  • Support efforts to enhance repairs service delivery to residents.
Requirements
  • Experience in handling customer complaints and statutory requests.
  • Strong leadership skills to drive service improvement initiatives.
  • Ability to manage projects and administrative tasks effectively.
  • Proficiency in analysing and managing data for decision-making.
  • Excellent communication skills for interacting with various stakeholders.
  • Familiarity with legislative procedures and corporate guidelines.
  • Competence in using IT systems for data management and reporting.
  • Ability to manage conflicting priorities and adapt to change.
  • Commitment to safeguarding, health and safety, and equal opportunities policies.

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