Customer Resolution & Info Manager

We are working closely alongside a Local Authority in Wirral to assist with the appointment of a Customer Resolution & Info Manager, on a 1.5-month contract, highly likely to be extended at clients discretion. Please apply with your CV for immediate consideration.,

• Responsible for liaising with elected members and Members of Parliament in dealing and responding to requests for information.
• Design and deliver training about complaints policies, procedures and information responsibilities to staff and managers across Childrens Services.
• Develop and agree annual measures and budgets for the Customer Resolution & Information Team.
• Manage the Team budget which will include the employment of self-employed independent investigations.
• Liaise with elected members, senior managers, external organisations and the community to shape and improve service delivery., Managing and implementing effective processes for dealing with complaints and enquiries.
• Developing organisational policies which reflect national legislation relating specifically to the handling of complaints and/or adhering to information responsibilities.
• Reviewing investigation reports in response to complaints to ensure compliance with Data Protection Act 2018 and GDPR.
• Dealing with sensitive issues which may pose significant risk to the organisation.
• Working in a customer-focussed role, including with service-users, families, elected members, MPs, other professionals and organisations.
• Managing staff, working collaboratively to support each other and to ensure that they can meet timescales and deadlines required.
• Managing a budget that carries within it some level of complexity or risk.
• Working with partners with regulatory bodies including the Local Government Ombudsman, Information Commissioners and other regulators
• Working with senior managers to escalate issues of concern, share learning and develop actions plans for improved practice and standards.
• Analysing information, to identify patterns and trends and report to senior managers.
• Performance reporting, analysis and developing learning from monitoring of complaints and enquiries.
• Providing advice and guidance to staff including practitioners and senior managers.
Please note:
• You should be available to work immediately or at a short notice.
• You should have right to work in U.K
  
  Professional qualification or degree.