Customer Feedback Lead - Plymouth, United Kingdom - Venn Group

Venn Group

Verified Company

Plymouth, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Customer Feedback Lead

_ Vacancy Ref:
__ _

A position has arisen for an
Customer Feedback Lead within a prestigious local authority in
The South West to lead, manage and monitor the Feedback and Complaints function, including Freedom of Information (FOI) requests across Care and Wellbeing and Together for Families Directorates and the recording and investigation of data breaches in compliance with the Information Commissioner's Office (ICO)

Location:
The South West

Duration: 3 Months initially

Rate:
£25 per hour Umbrella

IR35 Status:
Inside

Duties & Responsibilities:

Develop and maintain a robust Complaints policy and procedure for Care and Wellbeing and Together for Families, including a process which supports effective participation from children, young people and adults and lead the overall improvement of complaint handling]
Oversee the first point of contact for all complaints and requests for information, working with service areas to ensure that, wherever possible, resolution is achieved at the earliest stage possible
Design and undertake an effective audit, feedback and learning loop of complaints and data breach outcomes, as well of Freedom of Information request responses, regularly reporting progress to the Standards Committee and other Committees as required 3 Information Classification
Manage a team of feedback officers ensuring high standards are met in their handling of complaints and feedback and complying with all aspects of Cornwall Council HR policy
Record and investigate data breaches and near misses in compliance with legislation, identifying trends and themes as appropriate with the aim of mitigating against future instances

Essential Experience:

Extensive knowledge of the legislation and statutory frameworks for complaints for; Children, Young People and Families Adult Care, Health and Wellbeing
Demonstrable experience of working in a complaint handling or Information Governance role
Experience in team leadership and management and supervision of staf