Compliance & Complaints Team Leader (Workforce development, training, quality assurance and audits)

Compliance & Complaints Team Leader (Workforce development, training, quality assurance and audits), An opportunity has arisen to join our Compliance and Complaints Team, responsible for handling Statutory, Corporate and Ombudsman complaints. This is an exciting opportunity for a flexible, organised and driven person to be part of a fast paced and high achieving team, full of variety and challenges. As a Complaints Team Leader, you will be working as part of a small management team. You will line manage and oversee casework for a small number of officers, ensuring responses meet the required standards and procedures are appropriately followed within designated timescales. In this role, you will lead on auditing complaints case work and quality assurance tasks, and delivery of our new council wide Complaints training and workforce development program. This will include travelling throughout Essex to deliver face to face training and other workforce development activities, as outlined in our complaints workforce development delivery plan which launches in January 2025. As the lead for workforce development, training, quality control and audits you will work with the management team to train, coach and develop the compliance and complaints team, learning from stakeholder and customer feedback to identify actions which make a difference to Essex residents. This will involve making recommendations on learning opportunities whilst ensuring compliance to statutory requirements for complaint handling across ECC. You will be responsible for organising and planning monthly team development days and facilitating training and development activities. The team deal with a broad range of varied casework consisting of Corporate, Statutory Adults, Statutory Children's and Ombudsman complaints, handling complaints and complex enquiries across all areas of the council. So, you will need prior experience of complaints management or be a fast learner., · Responsible for researching and responding to statutory and complex complaints; checking compliance with recording processes and the quality of the correspondence the team produces prior to issue to customers or for CEO/Senior Leader approval. · Coordinate and undertake independent in-depth case and complaint reviews and audits in line with statutory processes. Identify learning opportunities to improve the customer experience and incorporate the learning into team development plans. · Prepare, coordinate and deliver high quality training sessions to upskill and develop colleagues and managers across the wider organisation. Communicate learning opportunities and agree resolutions with Senior Leaders / Service areas. · Support Manager by providing direction for the team with the ability to focus on results and assists in developing a strong performance culture and a motivated team from diverse backgrounds to achieve local and statutory objectives., Please note that the job role requires you to be mobile throughout an operational area. Therefore, the post holder will need to have a driving licence and access to a vehicle, or the ability to meet the mobility requirements of the role through other means., Climate, Environment and Customer Services Latest Vacancies

• Compliance & Complaints Team Leader (Workforce development, training, quality assurance and audits)
Job Type: Fixed Term Go to Compliance & Complaints Team Leader (Workforce development, training, quality assurance and audits) role
• Two-Year Communications and Engagement Officer: Garden Community - Tendring District Council
  
  · Excellent communication skills both oral and written communications to understand and resolve complaints demonstrating empathy and an understanding of the customer and ability to adapt to different audiences.
· Excellent organisational skills, with the ability to delegate and work to tight statutory deadlines and targets under pressure, prioritising own and team's workload. · Evidence of training, developing and mentoring team members, using root cause analysis to increase knowledge and skillsets. Ability of coaching and presenting to colleagues using a variety of methods. · Evidence of designing audit tools and undertaking audit activities in a casework environment. · Able to travel across Essex to deliver training and collaborative workforce development activities. Desirable: · Evidence of continuing professional development; knowledge in Local Government experience is desirable, but experience in managing complex case work in any sector is relevant. · Experience of working within a customer resolution environment; overseeing and managing casework. · Experience of child statutory complaints and/or experience in Ombudsman complaints. · Experience of delivering face to face training to a wide audience and large groups.

· Healthy work life balance; flexible and hybrid working options · Wide range of learning and development opportunities · IT equipment and home-working equipment supplied · Competitive annual leave + bank holidays + choice to buy extra · Generous Local Government Salary related pension scheme · Access to hundreds of discounts and benefits through Essex Rewards · Access to our health and wellbeing support platform with Vita Health Group · Up to 4 days per annum volunteering leave