Head of Customer Experience

15 hours ago

Stockport, United Kingdom Bridge of Hope Full time

** Job Title: Head Of Customer experience & Safeguarding**

**Hours: Mon - Friday 37.5hrs (Must be flexible to work some evenings)**
**Salary: upto £50,000p/a DOE**
**Location: Stockport SK1**
**Permanent Opportunity**
- My Client is looking to recruit a new Head of Customer Experience and Safeguarding to work within established team and closely with the Executive team to ensure a robust and bespoke approach to Customer Care management and promote a range of initiatives that engage customer views and opinions in order to inform good quality services._
- The role will also provide senior strategic oversight of Safeguarding management._
- The Head of Customer Experience and Safeguarding will work alongside senior colleagues to ensure a robust and bespoke approach to Customer Care management and promote a range of initiatives that engage customer views and opinions in order to inform good quality services. The role will also provide senior strategic oversight of Safeguarding management._
- This role is designed to support this leadership approach and enhance the process where helpful by adding to investigations or taking a lead in more complex cases. _
- _You will carry out on site investigations and support outcomes for more complex complaints or safeguarding investigations. _
- _You will ensure there is appropriate debrief action based learning and develop good practice directives based on complaints and safeguarding's._
- _You will ensure we look at the holistic feedback and have a key focus on learning also from positive feedback and compliments._

**_Work streams relevant to this role to oversee:_**
- _Safeguarding reporting and register;_
- _Serious incident register;_
- _Death register
- including follow up on unexpected deaths;_
- _Code red - internal escalation campaign;_
- _Whistleblowing public line and follow up;_
- _To promote Open cultures and ensure vigilance in preventing closed culture;_
- _Close working with Hr cases that involve safeguardings;_
- _Safeguarding good practice/Escalation campaigns;_
- _Safeguarding training oversight;_
- _Present report to the Quality subcommittee of the Board, to Quality team meetings and Registered managers conferences as required;_
- _To work alongside investigating manager and when required External professionals to ensure duty of care occurs and that we follow up and follow through on our actions;_
- _To support accompany managers at Multi disciplinary meetings._
- You will carry out on site investigations nationally when required and support outcomes for more complex complaints or safeguarding investigations. You will ensure there is appropriate debrief action based learning and develop good practice directives and develop. You will ensure we look at the holistic feedback and have a key focus on learning also from positive feedback and compliments._

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