Job Details
Purpose of Job:
To be responsible to the Customer Experience Manager
i) To ensure that Complaints are responded to across all the Repairs and Investment Services in accordance with the corporate policy and targets.
ii) To provide advice, guidance to staff, supervisors and senior management in R&I to ensure appropriate resolution and remedy of complaints and Members Enquiries, FOIs and other correspondence
iii) To support the preparation of complaints, review service responses and where necessary, support in the investigation of complex complaints, critically analysing evidence, including legislation, government guidance, departmental policies/procedures in order that appropriate resolution and remedy is achieved.
iiii) To work with the Customer Experience Manger to review complaints and details of individual investigation outcomes are sensitively and appropriately communicated to complainants and/or their representatives.
iiiii) supervise (in the absence of the Customer Experience Manager) the day to day management of the Complaints Team in providing a quality and efficient complaint service
Deputises up to 12 staff in the absence of Customer Experience Manager
Main Duties:
1. To move the service from one that focuses on managing complaints processes, to one that provides more holistic customer services and positive outcomes for residents.
2. To ensure that quality is embedded across the repairs and Investment Service in responding to residents and key stakeholders, working with all teams to deliver excellent customer services.
3. To support Customer Experience manager with gathering information for, and responding to, complaints, members enquiries, MP enquiries and correspondence
4. To identify opportunities to learn from complaints and feedback learning through SMT
5. To support the training of staff, supervisors and SMT managers in complaint handling
6. Work alongside the Customer Experience Manager and IT to ensure that CRM workflows reflect the relevant policy and procedure, and lead on any changes needed to improve the service.
7. To ‘quality check’ draft response for member of the complaints Team in the absence of the Customer Experience Manager
8. To work alongside Customer Experience manager to supervise and monitor work from the Resident Engagement Leads working on capital work project.
9. To set standards and priorities for the team, promoting quality management standards and the effective implementation and monitoring of standards, policies and procedures.
10. Where necessary for the job role or appropriate for continued development in the role, the post holder may be required to participate in training and development courses made available via the Council’s Apprentice Levy funding.
11. To undertake all duties with due regard to the provisions of health and safety regulations and legislation, Data Protection/GDPR, the Council’s Equal Opportunities and Customer Care policies.
12. To perform all duties in line with Council’s staff values showing commitment to improving residents lives and opportunities, demonstrating respect and fairness, taking ownership, working towards doing things better and working together across the council.
13. You may be required to undertake alternative, additional or ancillary duties from time to time or transfer to another service department within the Council as the Council may reasonably direct to meet service user demand in the event of a crisis or emergency.
If you are interested in this role please do reach out to me via email or telephone!
amberrayment@carringtonblakerecruitment.com
020 753 766 07
