Corporate Complaints, Learning And Improvement Officer
Kensington
£19.76 Per Hour
I am recruiting for a local authority who is looking for someone to join the organisation providing a key point of contact for complainants and stakeholders. The Officer will develop good working relationships with complainants, providing them with clear support and guidance as needed, and facilitate handling of their complaint to ensure that, using information provided by the division following investigation, their questions and concerns are adequately addressed. To investigate, recommend action, and respond to complaints, ensuring the highest possible standard of service is provided to customers.
Job Role
Ensure the accurate recording, tracking, monitoring, statutory reporting and analysis of all complaints made to the Complaints and Feedback Team.
Ensure that they investigate complaints thoroughly within a timely fashion; communicating respectfully and empathetically with complainants and service within agreed timescales.
Be proactive in the development and implementation of corporate policies to improve customer satisfaction.
Manage initiatives to implement recommendations arising from complaints investigation or to improve complaints handling.
Work autonomously with Services to review complaint responses and constructively challenge Officers to address any failures; with emphasis being placed on learning from the complaint and implementing changes to improve service delivery and customer experience.
Support and assist the Corporate Complaints, Learning and Improvement Manager in overseeing the effective development and implementation of complaints procedures across the Council, in liaising with the Local Government Ombudsman and improving the delivery of the Council's customer focused approach in delivering services.
Investigate complaints including reviewing and assessing documents, telephone contact with complainants and advocates.
The post holder will use initiative and discretion in their day to day working as they may deal with sensitive or contentious issues such alleged negligence and be speaking with complainants who may be angry or upset.
