Assistant Complaints Management Officer

4 days ago

Antrim, United Kingdom Education Authority Full time

JOB PURPOSE

Management of a team in the Complaints Management Service concerned with highly specialised or complex complaints The post-holder will be required to provide advice, guidance and support to EA managers and staff on complex complaint issues in accordance with relevant polices and legislative requirements. The post-holder will give direction in relation to policy implementation and system management. Post will be required to manage the deployment of resources including staff and to plan work of others and will be responsible and accountable for service delivery. The post will have discretion to make decisions within policy guidelines on contentious or complex matters associated with service delivery. Monitor budgets and approve expenditure within delegated limits. Provide support, advice and coaching to line managers and staff to ensure complaint matters are effectively and consistently dealt with. Support work to build capability of EA staff and line managers who have responsibility for people management, development and performance.

MAIN DUTIES AND RESPONSIBILITIES

Staff Management and Service Delivery

Responsible for best practice service delivery in the Complaints Management Service Where required the post-holder will manage a dedicated support team and duties will include assigning work, co-ordinating activities, dealing with recruitment and resourcing issues, approving annual leave requests, and dealing with any attendance management/disciplinary issues. Review the performance of reporting staff, identifying individual/team training requirements and initiating further training. Assist with the review and revision of systems and work processes as required in consultation with senior staff. Contribute to the delivery of projects and continuous improvement of the service. Contribute to the Business Plan setting, reviewing, and/or identifying performance measures and targets for the effective and efficient delivery of service. Provide accurate and timely management reporting information as required. In conjunction with line management ensure that business risks are identified, documented, controlled and mitigated.

Main Activity Areas

Support the delivery of a professional, modern and customer focussed Corporate Complaints Service for EA in line with guidance from NIPSO and best practice standards. Oversee and support EA’s compliance with EA’s Complaints Handling Procedure including, managing contact with directorates, compliance with timescales, formulating responses and effective administration. Ensure that complaints are consistently processed in line with guidance from NIPSO and EA policy, procedures, advice and guidance. Provide support to staff on the interpretation and application of EA’s Complaints Handling Procedure. Support in the implementation, management and maintenance of an effective complaints logging system. Support in the preparation of responses to complainants and responses to NIPSO enquiries or investigations. Support the development and delivery and recording of appropriate training programmes for staff on Complaints logging and management. Support in the review, monitoring, updating and operation of EA’s Complaints Handling Procedure. Review, evaluate and report on current complaints management practices within EA. Develop effective strategies and procedures for logging of complaints, follow up actions and lessons learned and procedures for the storage of complaint records (electronic and manual) in accordance with any EA Records Management policy and Retention and Disposal Schedule. Liaise and engage with the NIPSO, to develop positive working relationships and to ensure complaints are consistently processed in line with guidance from NIPSO. Support the review and development of corporate complaints logging and management policies, procedures and management reports. Deputise for Complaints Manager as required.

Other Responsibilities

Provide training and guidance to colleagues and assist in covering key aspects of work during periods of absence. Contribute to Corporate Strategy and associated plans and to the review, revision and development of existing and new policies and procedures related to area of work. Comply with the Authority’s policy on Data Protection (in particular processing sensitive personal information) is properly complied with. Comply with the Authority’s Equal Opportunities Policy, relevant Codes of Employment and Practice and other relevant legislation. In accordance with relevant equality legislation and EA policies on diversity in the workplace the post-holder is expected to promote good relations and pay due regard to equality of opportunity in carrying out their duties. Undertake other related duties within the grade and competence of the post-holder as required.

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