To provide confidential, efficient and effective administration support to the Corporate Complaints team.
To develop and maintain effective working relationships with internal & external stakeholders. This includes the Local Government & Social Care Ombudsman and the Housing Ombudsman. Establish a network of key contacts across the council in order to ensure timely responses and resolutions for complaints and members casework.
To be the primary point of contact to receive, log and acknowledge stage 1, 2 and 3 complaints. To monitor council wide departmental performance and research best practice in order to advise the Complaints manager on any improvements needed corporately.
To liaise with Members regarding casework submitted on behalf of their constituents. Provide advice on the complaints process when asked by the general public, members and officers.
To establish, develop and maintain complex administrative processes, systems and procedures as appropriate to ensure cost efficiencies, data quality, accuracy and timely responses.
To deputise for the corporate complaints manager when required.
To advise and assist training staff, managers and members in complaints best practice. Promoting the benefits of great customer service and early intervention. Coordinate joint responses where a case requires input from more than one department.
To provide effective support to senior managers including the chief executive, directors and other team members in complaint and feedback handling undertaking support roles to ensure the delivery of council wide key outcomes.
To co-ordinate, support and advise nominated service area representatives to ensure quality responses; problem solving and establishing workable solutions to complex complaints or caseworks ensuring that all cases are processed in a fair and timely manner and that early action is taken to prevent unnecessary escalation.
Advise directorate representatives and council wide managers on the rules and guidance relating to excessive and unreasonable customer requests.
To collate weekly, monthly and quarterly figure reports, analysing the trends of complaints and working with departments to ensure improvements are made.
Review the quality of replies and ensure that any learning points are identified and actioned. Advising staff on the need for process, policy and service improvement where appropriate.
To utilise information and communications technology in a way that maximises both personal efficiency and customer service.
To undertake any other administrative tasks and duties which are commensurate to the grade of the post.