Complaints and Customer Feedback Manager

Are you an excellent communicator with good listening and people skills? Can you work on your own initiative and be tenacious yet tactful in solving problems? Are you comfortable talking to people who are emotionally distressed or angry?

We have an exciting opportunity for a passionate and dedicated professional to join our team, reporting to the Head of Customer Excellence. The successful candidate will manage the complaints and customer feedback team and will work closely with colleagues in the organisation and externally, for example MPs; Local Government and Social Care Ombudsman, developing good and effective working relationships.  You will be a complaints expert and a proactive, self-starter, who is always looking for ways of improving our complaints process.

The successful applicant will possess excellent listening and interpersonal skills including the ability to demonstrate empathy, impartiality and tact when dealing with contact from the public. The successful applicant must also be able to recognise the sensitive needs of the complainant and their carers and be able to communicate complex and sensitive or contentious information with tact, diplomacy and understanding.

What We Offer:

• A dynamic and fast-paced work environment
• The opportunity to make a significant impact on service quality
• A supportive and collaborative team culture
• Continuous professional development and career growth opportunities

If you are passionate about making a difference and have the skills and experience we are looking for, we would love to hear from you. Apply now to join our team and help us achieve our vision for Staffordshire

Main Responsibilities

Some of your responsibilities will include to,

• Oversee the complaints process and ensure effective resolution
• Manage a caseload of formal complaints from start to finish
• Provide training and guidance on complaints regulations and procedures
• Liaise with the Ombudsman and manage MP enquiries
• Promote best practices and continuous improvement in complaints handling

The Ideal Candidate

We are looking for you to have,

• Degree level or equivalent experience in a similar role
• Proven track record of leading and managing a Local Authority Complaints function
• In-depth knowledge of statutory complaints procedures and relevant legislation
• Excellent communication and analytical skills

Interviews will be held on 10 December 2024

Don’t feel you meet all the requirements? We value transferable skills, experiences, and qualifications so consider applying anyway or for an informal chat about the role please contact Emily Doorbar, Head of Customer Excellence at: emily.doorbar@staffordshire.gov.uk 

Our Recruitment Process: We anonymise applications during shortlisting to ensure only relevant information is considered. Please complete your application fully, especially the supporting statement, to highlight what you’ll bring to the role.

About Staffordshire County Council

We are no ordinary county council:

Our Values:

The core of who we are as an organisation. Just like we all have personal values that shape our thoughts and behaviour, organisational values drive how we think and act collectively.

Our values were created and shaped by colleague feedback and national best practice and they sit at the heart of People Strategy:

We have a real sense of community spirit that brings our people together. This feeling of belonging means we are all connected to what we do and take pride in the difference we make every day for Staffordshire people. We are ambitious and our sights are set firmly on a better future.

We look forward and race ahead - that goes for your career too. 

Our benefits:

We recognise that it is our employees that are central to everything we do. We aim to create a supportive working environment where employees can achieve their full potential and achieve a healthy work-life balance. 

In addition to your salary, as a member of staff, you will have access to Our rewards and benefits - Careers at Staffordshire

Our recruitment process:

As an Authority we are committed to safeguarding and promoting the welfare of children and young people/vulnerable adults and expect all staff and volunteers to share this commitment.

Staffordshire County Council is an equal opportunities organisation and Disability Confident employer. We encourage applications from all background and communities

As part of our commitment as a Disability Confident employer, a Gold Award Armed Forces employer and our commitment to supporting care leavers - we offer a guaranteed interview as long as your application meets the minimum criteria for the post.