Millmead House Offices, Millmead, Guildford GU2 4BB (On-Site)
Permanent, Full time
No DBS check required
£41,110 - £48,519
37 hours
We are looking for an experienced Complaints Lead to join us, responsible for handling Statutory, Corporate and Ombudsman complaints at Guildford Borough Council. This is a new position and the successful candidate will help in creating a new team.
As a Complaints Lead, you will be responsible for managing a caseload of complex complaints from residents and service users and supporting directorates with good complaint handling. This is an exciting new role, in a supportive, customer focused team. We are passionate about adding value by learning from complaints and contributing to positive outcomes for our residents.
For the Complaints Lead, it is essential that you have a good understanding and working experience of corporate complaints, ideally with a local authority background but this is not essential.
The Complaints Lead will be required to:
- Deliver customer-focused advice for complaint responses and management, keeping up to date with current and emerging legislation, best practice and policy to ensure continuous development and improvement in services
- To ensure that all complaints are investigated appropriately and within time limits, to undertake investigations where necessary, and to delegate responsibility for investigations as appropriate
- To recruit and maintain a list of complaints champions and Persons who can be called upon to be involved in the investigation of complaints
- To provide appropriate training, supervision and support to Persons carrying out complaint investigations, complaint responses and complaint management to promote a common approach and values and ensure that investigations are fair, impartial and efficient
- To consult, advise and co-ordinate with Senior managers on appropriate responses to complaints, including advising managers immediately on cases with possible disciplinary consequences
- To ensure that agreed action and recommendations as a result of complaints are followed up and action taken as required
- Manage complex or contentious complaints that will require input from specialist areas, processes and compliance, regulations and legislation, acting as the single point of contact for customers on those cases.
- Support, guide and advise the council on complaint handling, responses and management
- Ensure personal, professional development is maintained to the required standards.
- Working collaboratively with colleagues across the organisation on complaints.
- Access and accurately update all relevant information systems, both customer and back office, ensuring that the master customer record is updated and maintained through verification and validation, and in accordance with data protection principles
- Assist in preparing reports for the Assistant Director to take to Council committees and other internal and external organisations.
- Undertake performance appraisals and development for staff
- To monitor service quality, performance and value for money in line with the service plan and corporate plan
Closing date: 06/10/2024 Interviews w/c 07/10/2024
What’s in it for you?
With some 700 employees, we are a diverse organisation delivering a wide range of services and employing people with an even broader range of skills. We are eager to attract the best so we provide excellent training opportunities, offer well established flexible working arrangements including the ability to vary your start and finish times where the business allows work from home and take extra flexi days (by agreement). We also offer many other benefits including health and wellbeing initiatives and discount off a range of well known high street shops and supermarkets.
About Guildford
Guildford is a regional centre for leisure, business, education, shopping and culture set in beautiful countryside that includes the Surrey Hills Area of Outstanding Natural Beauty. Guildford is a thriving market town and is a principal shopping destination with a vibrant night time economy. The town’s geographical location provides excellent transport links in all directions, London is just 30 minutes away on the train and the town is well-served by frequent bus routes and subsidised Park and Ride facilities. All of this contributes to a quality of life that attracts many people to live, work in and visit Guildford.
We are an equal opportunity and Disability Confident employer and value diversity. All employment decisions are made on the basis of qualifications, merit and business need. Our organisation is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults, and expects all staff and post-holders to share this commitment. To fulfil this commitment we have robust systems in place for the safe recruitment of staff and volunteers.
Information_for_Candidates.pdf
Organisational_Culture_framework.pdf
Reference_Form_11B_for_posts_requiring_DBS.pdf
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