Complaints Officer - London, United Kingdom - Akton Recruitment

Akton Recruitment
Akton Recruitment
Verified Company
London, United Kingdom

4 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

Complaints Officer

Barnet

£23/hr

Start Date : 13/11/2023

Hybrid working

Purpose of Job:


  • Lead on the complaints and FOI process across Family Services. Develop internal
processes and support and challenge managers to ensure that complaints and FOIs,

including Children Act complaints, are responded to appropriately within statutory

timeframes and escalation to Assistant Directors and/or legal when required

  • Act as a key point of contact for complainants; taking calls, recording and taking
appropriate action, including drafting responses where appropriate.


Key accountabilities/duties/responsibilities:


  • Advise, promote and monitor best practice in complaints management across
Family Services, and ensure policies and practices are developed and

maintained in line with the corporate framework, regulations and best practice.

  • Coordinate and track complaints, compliments, member's enquiries and FOIs to
ensure they are responded to appropriately and within timescales.

  • Set up and maintain sound performance management systems and
performance indicators to regularly monitor and assess and take the necessary

early corrective action to achieve service targets and customer expectations.

  • Produce annual report on complaints and liaise with managers across the
service, developing an action plan to ensure feedback/learning is used to drive

business improvement

  • Put in place strategies to actively encourage user feedback, especially from
children and young people

  • Regularly provide management updates on complaints, compliments, member's
enquiries and FOIs, underpinned by robust analysis

  • Identify and work with service areas that have high levels of complaints and/or
high risk complaints that could escalate if not addressed appropriately

  • Work with corporate colleagues and across directorates to ensure a consistent
approach to complaints, compliments and FOI management and share best

practice.


Knowledge, training and experience

  • Recognised relevant qualifications in communications/complaints management/customer
relations and/or equivalent experience and training in a related business environment.

  • In depth understanding, expertise and experience of the statutory complaints process, including
Children Act complaints

  • Solid understanding of FOIs and relevant legislation
  • Proven competency to handle confidential/sensitive personal information in an appropriate and
secure manner

  • Successful record of delivering successful and innovative communications solutions
  • Successful experience and/or knowledge of working within a local authority, or in an equivalent

Educational organisation/environment

  • Promote and safeguard the welfare of children, ensuring this principle, culture and practice is
embedded across the team and in all business processes and communications, in compliance

with national and local procedures and protocols.

  • Ensure that all personal data is handled securely and in strict compliance with the data protection
legislation and Family Services and the Council's data management protocols.

  • Competent and confident in the use of standard Microsoft Office products such as Word, Excel,
PowerPoin
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