Worthing Town Hall (Hybrid)
Permanent, Full time
Basic DBS check required
Starting from £40,221 to £43,421 p.a.
37 hours
Complaints Manager
Post No: 10123
Salary: Starting from £40,221 to £43,421 p.a.
Grade: Grade 7
Hours: 37 hours per week
Place of work: Worthing Town Hall
Closing date: 30th September 2024
Interviews: TBC
In this role, you will work across the Council and its partners, managing the corporate and complaints process - striving for excellence in complaints management.
You will oversee the effective management of complaints across the council, ensuring appropriate policies, procedures and guidance are in place and are followed.
In this role, you will provide advice and assurance to colleagues when dealing with complaints received from members of the public, Local Government and Social Care Ombudsman (LGSCO), and Housing Ombudsman (HO).
You will also monitor complaints, analyse trends and provide qualitative and quantitative reports. Using data you will drive improvements in service areas.
Reviewing root causes, you will ensure appropriate lessons are identified and process and behavioural improvements implemented.
You will have excellent report writing skills and will be responsible for monthly, quarterly and annual reporting, and self assessment. Meeting with Council members (MRC’s) quarterly to inform on complaints performance.
In this role you will Matrix manage up to 3 members of staff.
If this sounds like the role for you, we look forward to receiving your CV and covering letter.
The successful candidate will be subject to a Basic DBS clearance and three years employment referencing.
At Adur & Worthing, we are committed to supporting care leavers, in accordance with the Children (Leaving Care) Act 2000 and the Children and Social Work Act 2017. To that end, we operate a guaranteed interview scheme for anyone meeting the essential criteria of the role they are applying for. In order to be considered for this, you will need to be a care leaver under the age of 25 at the time of application. Please confirm that you are a care leaver in your covering letter section of the application form.
Staff are our most important asset and we therefore have a benefit package which reflects our continuing commitment to our employees. This includes:
We are committed to promoting a diverse and inclusive community - a place where we can all be ourselves and succeed on merit. Staff work in a supportive and safe environment, recognising their responsibility to value and respect each other’s contributions. Standards of conduct must be of the highest level to ensure that no-one is harassed, bullied or victimised. We offer a range of family friendly, inclusive employment policies, staff engagement forums and are keen to hear from applicants from a variety of different backgrounds.
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