Job Details
- To implement and manage the Services’ handling of customer feedback, including statutory complaints, in line with the legislative requirements, corporate framework and best
- To establish effective performance management systems and performance indicators and take early corrective or remedial action where necessary to achieve service objectives and service user satisfaction.
- To risk assess complaints, carrying out quality monitoring and reviewing the Services handling of complaints cases.
- To line manage, recruit, train and appraise staff to carry out the functions of the Complaints, FOI, ME and SAR’s Service.
- To plan with senior managers over complex, contentious or sensitive cases, including those involving vulnerable clients or those placing the authority at risk.
- To manage and support staff in negotiating resolution of issues with tact and persuasion, having regards to legality, procedures, and best practice.
- To establish effective and robust reporting systems, including regular and statutory reporting and presenting to Senior Management Team and Council Committee.
- To review developing themes, trends or case specific concerns and recommend remedial action to Senior Management Team.
- To lead on, review and reply effectively and with political awareness to formal enquiries made by the Ombudsman and the Information Commissioner.
- To commission, evaluate and review independent services in discharging the service’s statutory representations functions, including investigating officers and review panelists with a range of specialist knowledge and skills.
- To review the implementation of recommendations arising out of Ombudsman investigations and statutory independent investigations and advise service areas on implementation of recommendations from complaints.
- To establish a learning from complaints culture which drives business improvement supporting Senior Managers and services areas to reduce the likelihood of complaints and their escalation.
- To establish relationships and joint protocols with external bodies and relevant
agencies including Health and other authorities, including the London Complaints Managers Group and regional Complaints Groups, representing the authority and routinely chairing meeting.
- To establish links with advocacy service providers in line with Advocacy Regulations, championing the use for young and vulnerable service users.
- Establish links with Mediation and Alternative Dispute Resolution providers, championing and achieving complaints resolution.
- To review training needs and support service areas by developing and providing training on complaints, procedures and best practice.
- To personally undertake and review complex and sensitive investigations.
- To personally undertake and review redactions of complex and sensitive information.
- To be responsible for the services management of Subject Access Requests, establishing effective systems and processes to support the functions and legal obligations.
- Evaluate the impact of sensitive and confidential information disclosures, in line with legislative obligations with awareness of sensitivity, vulnerability and risk.
- To be responsible for the services effective and politically sensitive reply to enquiries by Councilors and Members of Parliament.
