RQ1718965 – Complaints Support Officer

There is also close liaison with the other complaints teams and representatives across the Council, as well as senior management, elected members, MPs and other authorities and agencies.

The Team is responsible for developing a positive, open and honest complaints culture across the Council and provides support, guidance and training to staff.

Complaints and other representations are assessed to ascertain appropriate action and are recorded on the Council’s case handling system, which the Team also oversees.

Performance information is regularly reported to senior management teams including the Council’s Management Board and Executive.

MP correspondence is monitored and performance information produced.

The Team is responsible for monitoring performance on and dealing with Freedom of Information requests in the Central Services Directorate.

The post holder is expected to

·         Be customer focussed.

·         Deliver a consistent and high-quality service in conjunction with NYC staff at all levels, elected members, MPs, ombudsmen, other authorities and organisations and members of the public.

·         Be knowledgeable about relevant legislation and procedures.

·         Deal with cases appropriately: assessment; handling; monitoring; and recording

·         Provide advice and support to staff in relation to complaints processes.

·         Produce statistical data and reports.

·         Carry out system administration.

·         This role involves spoken communications so a confident use of English language is required

·         Assess each case to ascertain appropriate action and who is to be involved, referring more complex cases to the Senior Officers.

·         Advise senior staff at an early stage (including the Chief Executive) of any potentially serious, sensitive or controversial matters arising.

·         Maintain an active caseload of complaints and enquiries including liaison (staff, customers, elected members etc.); investigation; research; referral where appropriate; and response.

·         Monitor the progression of cases ensuring timescales and quality standards are met.

·         Provide advice and guidance about complaints and other representations to service users, members of the public, NYC staff, partner agencies and others.

·         Provide statistical information in appropriate formats, including monthly MP enquiry performance reports and performance reports to Management Board as well as any ad hoc requests from officers.

·         Support the Senior Officers to produce performance reports to identify service improvements and lessons learned.

·         Handle or refer Freedom of Information and Subject Access requests as appropriate following relevant legislation and procedures.

·         Act as a key link to all services in relation to complaints handling.

·         Liaise with a wide variety of people including:

o    Members of the public

o    Staff at all levels including senior management

o    Elected Members

o    MPs

o    Local Government Ombudsman

·         Other local authorities, partners and organisations

·         Assist in developing a positive, open and honest complaints culture across the Council.

·         Promote strong customer focus within the service and the organisation as a whole.

·         Enter into positive and controlled dialogue with complainants/customers.

·         Ensure customers are kept up to date with their case and manage expectations.

·         Provide relevant, accurate and appropriate responses to complaints and enquiries.

·         Ensure all communications are dealt with in a timely manner.

·         Provide system support for the corporate complaints case handling system including maximising use by others and providing advice, guidance and training as appropriate.

·         Retrieve data from the corporate complaints case handling system and provide it in appropriate formats.

·         Keep accurate and up to date electronic records that are easily retrievable and securely held, including archived files.

·         Deal with confidential and sensitive information appropriately, in line with NYC data protection and confidentiality procedures.

·         Dealing with sensitive and confidential information

·         Principles of customer focussed service

·         Theories and principles of administrative policies and processes

·         Dealing with vulnerable, distressed or aggressive customers

·         Use of a variety of ICT applications

·         Significant experience of an office environment

·         Significant experience of a challenging environment

·         Identifying causes of problems and appropriate solutions

·         Knowledge of NYC complaints procedures

·         Knowledge of relevant NYC policies and procedures

·         Understanding the current issues facing the Council

·         Knowledge and understanding of the Council’s business, structure and objectives

·         Handling enquiries and complaints

·         Use of complaints management software

·         Coordinating and analysing performance information

·         Local government

·         Data input

·         Ability to assimilate new initiatives, technology and software and interpret information.

·         Effective influencing and negotiating skills.

·         Excellent communication (written and verbal) and interpersonal skills.

·         The ability to converse at ease with customers and provide advice in accurate spoken English is essential for the post.

·         Active listening skills

·         Good literacy and numeracy skills, to NVQ level 2 or equivalent.

·         Commitment to the need to deliver quality services.

·         Competent user of ICT applications.

·         Ability to deliver a customer focused service.

·         Ability to organise, store and retrieve information accurately, efficiently and effectively.

·         Ability to use a keyboard with speed and accuracy.

·         Ability to work to own initiative.

·         Ability to work to deadlines.

·         Identify causes of problems and implement solutions to minimize re-occurrence.

·         Work productively in a pressurised environment.

·         Innovative approach to service delivery