Contract to start ASAP until 24-05-26 with a possible extension.

Responsibilities

To deal with complaints as appropriate and to make timely decisions on the actions required to resolve the concerns; e.g. undertaking a terms of reference on behalf of the Service (where appropriate) ; carrying out investigations and responding to the complainant, using available information, own experience and initiative.

Responsible for prioritising and managing own workload concluding cases effectively and efficiently in accordance with legislation and Council policy or procedure.

To provide professional advice and guidance to Departments / Services Council wide and, where appropriate, complainants, to define the most appropriate approach including mediating and facilitating mutually acceptable resolutions.

Expected to deal with, and where appropriate, carry out investigations into complex complaints, that can be highly confidential and/or sensitive and could involve investigating and /or gathering evidence from multiple sources.

To ensure effective liaison and dialogue with internal and external stakeholders, including but not limited to, members of the public; employees – all levels; Senior Management in Council Departments and Services, other Local Authorities; Local Government and Social Care Ombudsman.

To undertake quality assurance of complaint responses Council wide and, as appropriate,to make recommendations to Departments / Services .

To apply the Councils reminder and escalation process Council wide to improve the response times for complaint handling.

Disclaimer: On applying for this vacancy, you agree that your personal details will be passed onto our client for their consideration of your suitability for the role. I acknowledge that it is my responsibility to notify iWork Recruitment Limited of any hirer who I do not want my details to be passed onto.

5289498-02-26