Job Details
Job Title: Corporate Complaints Officer
Department: Resident and Commercial Services
Division: Resident and Enabling
Grade: PO2
Responsible to: Senior Complaints Officer
Context
Corporate Complaints Officers will be responsible for ensuring timely good quality responses are delivered and that advice and guidance is given to colleagues in delivering that function.
Job Purpose
Deliver a an excellent customer-orientated dispute resolution service which provides the customer with a suitable solution and a satisfying experience, by contributing and supporting the delivery of an efficient complaints and information service, whilst supporting internal colleagues in delivering this.
Responsibilities
• Investigate complaints in line with the council’s Corporate Complaints Policy. Presenting complex information in an accessible and readable form. Monitoring the implementation of any decisions or recommendations arising from the complaint
• Take the lead role in responding to enquiries from the Local Government Ombudsman and Independent Housing Ombudsman. Monitoring the implementation of any Ombudsman decisions or recommendations arising from their enquiries.
• To undertake a portfolio of responsibilities in connection with the effective application of the complaints, Members’ Enquiries and information requests policies in support of the council’s wider aims and objectives
• To support the Corporate Complaints Manager and Senior Complaints Officers in ensuring the effective development and implementation of the relevant policies, including the Corporate Complaints Policy, Members’ Enquiries Protocol and legislative frameworks governing information requests.
• Identify improvements to services and changes to policies and procedures as a result of complaints, Members’ Enquiries and Ombudsman cases, and work with service managers to oversee their implementation, including devising action plans and a monitoring framework.
• To identify training needs across all departments, and develop and deliver training and presentations on complaints and Members’ Enquiries to council members, officers, customer forums and other groups, as and when required.
• Act as a point of contact for anyone with any queries about the procedure for making complaints or submitting an information request, developing professional relationships with relevant stakeholders.
• Establish and promote effective working relationships with internal departments and external agencies with respect to complaints, member’s and enquiries from the Local Government Ombudsman / Independent Housing Ombudsman, and information requests following referral procedures, protocols and processes with internal departments and external agencies, in order to achieve the best possible outcome for both the customer and council.
• As directed undertake project work that contributes to service improvement and supports the development of the Central Complaints Team.
• Utilise IT systems to update and record information required according to guidance and established procedures. Ensure information held is accurate and up to date at all times.
• Undertake ongoing professional development and actively participate in training sessions. Keep up to date with legislation, case law, best practice and council policies and procedures and initiatives.
• Take responsibility, appropriate to the post for promoting diversity including tackling racism and good race, ethnic & community relations.
• Ensure all appropriate aspects of health and safety are applied in respect of the staff group, engaging the corporate officer where appropriate. This includes undertaking appropriate equalities impact and risk assessments, maintaining a business unit file record of such documents.
• The postholder will be required to undertake any other duties to meet the exigencies of the service as required within the grade and competence of the post. Therefore, the list of duties in this job description should not be regarded as exclusive or exhaustive.
PERSON SPECIFICATION
It is essential that in you can meet the following requirements for the role and be able to give evidence or examples of your proven experience in each of the short-listing criteria marked Application (A).
You should expect that all areas listed below will be assessed as part of the interview and assessment process should you be shortlisted.
If you are applying under the Disability Confident scheme, you will need to give evidence or examples of your proven experience in the areas marked with “Ticks” () on the person specification when you complete the application form.
Key Knowledge
K1 Detailed and up to date knowledge and understanding of relevant central and local Government policy and processes A
K2 Educated to A level standard or equivalent to include English Language and Mathematics
Relevant Experience
E1 Previous experience of working in a customer service environment with 2 years’ experience managing and developing multiple staff A
E2 Experience of handling confidential information sensitively. A
E3 Excellent written / verbal communication skills including attention to detail and accuracy with good spelling and neat, legible handwriting
Fully proficient working knowledge of Windows & Microsoft packages (including Word, Excel, E-mail and Internet)
E5 Extensive experience in delivering high quality work in a pressurised environment A
Core Values and Behaviours
Equity
• Listen to the views of others and ask for their opinions making sure that everyone in my team inputs into the things that matter.
• Ensure fairness and justice is at the heart of my decision making and support to my team and others.
• Take time to build trust, building the respect of our stakeholders and ensuring as a team we take accountability for doing what we agree to do.
• Develop others and ensure we work as one team for Lambeth, encouraging everyone to play their part
• Take positive action to ensure everyone in my team has opportunities to learn and grow at work
• Encourage everyone to be themselves at work and value who they are
• I am inclusive and actively celebrate diversity, recognising everyone in my team as individuals.
Kindness
• Treat each member of my team with respect and dignity just as I would want for myself.
• Encourage each member of my team to do their very best work and am available to them to provide support and guidance.
• Personalise my support to each team members and look out for them, lending a hand wherever I can
• Encourage everyone to try and learn from mistakes and use integrity to take action with my team to put things right together
• Work with empathy seeking to understand each and every member of team, their unique perspective and circumstances and ensure everyone is heard
• Take the time to communicate, being honest, open and genuine and taking the time to get to know team members as individuals.
• Show compassion and patience recognising that everyone in the team has unique experience and celebrating the great work they do for Lambeth.
• Look after the health and wellbeing of my team members and encourage open and regular discussions about the issues that impact on them, working together to find solutions.
Accountability
• I encourage and support my team to do the right thing even when it’s tough and we communicate our decisions in a timely way
• I ensure my team and employees take individual and collective accountability for performance and delivery, making sure that they have clear plans and performance objectives.
• I ensure my team plan ahead, getting the basics right and take swift action when problems arise
• I encourage my team to be risk aware and ensuring that our decisions and actions are informed and understood and communicated to others.
• I provide regular, timely and constructive feedback to my team members on their performance and behaviours and act quickly when performance is not on track.
• I share my learning, knowledge and skills with others thorough coaching and mentoring and encourage others to do the same.
• I ensure that my team and I put residents, communities, customers and their needs at the centre of everything we do.
• I encourage my team to learn and grow and ask questions to find the information they need to do their jobs
Ambition
• Am proud of our borough and my team and encourage everyone in the team to aim for the highest possible standards of excellence in everything we do.
• Encourage my team to be flexible and try new things when it’s appropriate to do so and tell me what could be improved.
• Promote a one team for Lambeth approach reaching out to our stakeholders to face our challenges together
• Encourage and support my team to be courageous for our residents and communities and stop at nothing to ensure they have the best possible outcomes
• I make time for the team to Innovate and look for creative ways to do things better, being curious about possibilities.
• Positively challenge and encourage the team to collaborate and look for solutions together across service and team boundaries.
• Make time for my team to grow and develop taking advantage of opportunities to learn from each other and others. We plan our learning and career growth.
