Corporate Complaints Learning And Improvement Officer RBKC618020

Job Summary:

Salary range: £37,575 - £41,286 per annum
Work location: London
Hours per week: 36
Contract type: Permanent
Closing date: 21st November 2024

About Us:

Make a real difference in the lives of Kensington and Chelsea residents by helping to improve standards at the Council.

At the Royal Borough of Kensington and Chelsea, we put local people at the heart of everything we do. Working in partnership with the community, we strive to provide quality services that are responsible, effective and efficient. We established our Corporate Complaints, Learning and Improvement Team after the Grenfell Tower tragedy. As an independent team, the team handle customer complaints and freedom of information requests, as well as responding to inquiries and draft decisions made by the Local Government Ombudsman. Crucially, they help all of us at the Council to reflect on feedback, identify areas for learning, and improve our services. This friendly, inclusive and supportive team work collaboratively to help us create a better, safer Borough.

The Role:

As Corporate Complaints, Learning and Improvement Officer you will be integral to improving customer service. You will help us achieve this through listening to - and learning from - local residents, so we can better meet their expectations. Handling and resolving complaints from all kinds of people, you will directly influence the experience of our customers. Taking a respectful, inclusive approach, you will help to ensure every member of our community feels acknowledged and appreciated.

We will rely on you to help make sure complaints are responded to effectively and on time. You will enjoy varied responsibilities - from recording, reporting, analysing and quality assuring complaints, through to maintaining the case management system. You will also proactively challenge the Council to do better, by identifying what we can learn from complaints. This will mean everything from collaborating with services to improve the customer experience, through to developing and reviewing policies for customer satisfaction.

Please refer to the
Job Description for more information.

About You:

You should have a track record of experience in complaint handling or dispute resolution. This equips you to respond to complainants in a sensitive and understanding manner that demonstrates empathy. Resolving complex problems, you can turn negative experiences into positive outcomes.

We expect you to demonstrate excellent communication skills, both in person and in writing. Your written skills will be valuable not just in terms of writing responses to complaints, but also when providing clear written feedback to internal stakeholders when a complaint requires quality assurance. Your good interpersonal skills will make all the difference when building relationships with residents, and with Council colleagues at all levels, including senior managers. Familiar with Microsoft Word and Excel, you can produce succinct and accurate reports which include some analysis of trends and data, demonstrating a keen eye for detail, accuracy and organisation.

In return, you can look forward to a package that includes a competitive salary, a high-quality pension scheme, and generous annual leave plus bank holidays.

Please apply online explaining how you meet the requirements set out in the person specification and job description. We reserve the right to extend or close this vacancy early without warning subject to the volume of suitable applicants.

This vacancy will be open to all, with no geographical restrictions. However, applicants who are either:

-A resident in the Borough
-An RBKC care leaver
-An RBKC school leaver who left school in the past 5 years
and who meet the minimum requirements of the role as outlined in the Job Description, will be guaranteed an interview.

Application process

Please do not upload any documents, including CVs/Covering Letters or supporting statements, as these documents will not be reviewed and could result in your application not being shortlisted.

You should describe how you meet the person specification requirements for the position you are applying for in Section G of the application form.

Additional information:

The council is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff to share this commitment.

We make sure all our staff are vetted to a high standard by conducting pre-employment checks to assess and assure the trustworthiness, integrity, and ability of prospective employees. This includes validating identity, right to work in the UK, qualifications (where applicable), work history (including the investigation of gaps) and referencing. They may also involve criminal record checks (UK and overseas).

We promote equality, welcome diverse applicants, and ensure inclusivity in our recruitment and selection process.

This post is covered by the Fluency Duty, as outlined in the Code of Practice on the English language requirements for public sector workers.

Information about the safeguarding of children and support for families: rbkc.gov.uk/children-and-education/safeguarding-children

Information about protecting and safeguarding yourself and others from abuse and neglect: rbkc.gov.uk/health-and-social-care/adult-social-care/safeguarding-adults

We do not accept speculative CVs.

If you have any queries, please contact: recruitmentrbkc.gov.uk

You should have a track record of experience in complaint handling or dispute resolution. This equips you to respond to complainants in a sensitive and understanding manner that demonstrates empathy. Resolving complex problems, you can turn negative experiences into positive outcomes.

We expect you to demonstrate excellent communication skills, both in person and in writing. Your written skills will be valuable not just in terms of writing responses to complaints, but also when providing clear written feedback to internal stakeholders when a complaint requires quality assurance. Your good interpersonal skills will make all the difference when building relationships with residents, and with Council colleagues at all levels, including senior managers. Familiar with Microsoft Word and Excel, you can produce succinct and accurate reports which include some analysis of trends and data, demonstrating a keen eye for detail, accuracy and organisation., A resident in the Borough
-An RBKC care leaver
-An RBKC school leaver who left school in the past 5 years
and who meet the minimum requirements of the role as outlined in the Job Description, will be guaranteed an interview.

Make a real difference in the lives of Kensington and Chelsea residents by helping to improve standards at the Council.

At the Royal Borough of Kensington and Chelsea, we put local people at the heart of everything we do. Working in partnership with the community, we strive to provide quality services that are responsible, effective and efficient. We established our Corporate Complaints, Learning and Improvement Team after the Grenfell Tower tragedy. As an independent team, the team handle customer complaints and freedom of information requests, as well as responding to inquiries and draft decisions made by the Local Government Ombudsman. Crucially, they help all of us at the Council to reflect on feedback, identify areas for learning, and improve our services. This friendly, inclusive and supportive team work collaboratively to help us create a better, safer Borough.

In return, you can look forward to a package that includes a competitive salary, a high-quality pension scheme, and generous annual leave plus bank holidays.