Principal Complaints Officer

To manage and respond to Chief Executive Stage complaints, Local Government & Social Care Ombudsman and Housing Ombudsman cases, ensuring the target timescales are met and appropriate remedies and redress are identified and implemented.

To provide one stop resolution to customer complaints, through effective identification of the root cause of issues and promoting a suitable remedy either through written or verbal formats.

To monitor the quality of contacts received via all access channels; telephone, online (Web) emails, face to face and letter through the Customer Service Division that result in complaints ensuring the learning from complaints is used to support the business in a cycle of continuous improvement.

To assist in the managing of Stage 1 complaints received across Financial Operations and Customer Services in addition to providing professional advice and support on all aspects of managing complaints and responses for other council departments and partner organisations until completion.

Key Duties/Accountabilities

To investigate and respond to corporate enquiries and complaints relating to Chief Executive stage complaints, members enquires, Local Government & Social Care Ombudsman and Housing Ombudsman matters received by the Financial Operations and Customer Service Division, either directly or via other council departments in line with current legislation and council policy.

As directed, to investigate stage 1 and other complaints and enquires received by the Financial Operations and Customer Service Division, providing detailed and comprehensive responses within the council's timescales. In addition, to make recommendations to resolve matters and support service development.

To coordinate Chief Executive, Local Government & Social Care Ombudsman and Housing Ombudsman enquires and investigations and supervise those which have implications for more than one council department, liaising as necessary with councillors and officers ensuring professional standards and timescales are met.

To assess all types and stages of complaints in accordance with the work allocated and input, maintain accurate records on the councils Customer Relationship System/Complaints Module.

To provide training and guidance to complaint leads and officers on the use of the Customer Relationship Management System /Complaints Module for the purpose of data entry and reporting.

To identify and provide professional advice on issues relating to service delivery, policy and/or procedures. Where there is a particular cause for concern produce reports for the Customer Improvement Manager and other Senior Managers.

Experience in a similar role in the public, non -statutory or private sector is essential.

Experience of dealing with customer complaint including verbal and written responses is essential.

Experience in to effectively monitor and respond to Stage1, Chief Exec, Members and Local

Government & Social Care Ombudsman and Housing Ombudsman complaints to ensure that targets are met is essential.

Experience of working within the of the Local Government & Social Care Ombudsman framework and relevant legislation is essential.

Essential Qualification Required:

General education qualification is essential.