Complaints Officer
Customer Service

GOVERNANCE & PENSIONS

EXECUTIVE SUPPORT

COMPLAINTS OFFICER

Fixed Term Contract For 2 Years Subject To A Review Of The Service
36 Hours Per Week

Salary: Grade F - SCP 24 £21,962 – SCP 28 £24,964

Located at: Dukinfield Town Hall, King Street, Dukinfield, SK16 4LA

As a holder of Customer Service Excellence standard, we are looking to invest in improving the customer journey and experience across the services that the Council and Clinical Commissioning Group deliver.

A new opportunity has arisen in the Executive Support Service for an enthusiastic and motivated individual to join the team. The main objective of the post is to promote and support the current and future development of the Complaints function across the council/clinical commissioning group, particularly with the implementation of a new system is on the horizon.

It is essential that the successful candidate possesses excellent communication and organisational skills, being proficient in the use of Information Technology, as well as being part of a service that puts the customer at the heart of service delivery and process improvement.

The successful candidate will also need to possess the following:

• Excellent presentation, communication, negotiation and interpersonal skills

• Good analytical and problem solving skills

• Commitment to the development of User centred services

• Knowledge of using and interpreting data

The successful candidate will:

- Receive, process, and progress chase complaints directly from Service Users and their carers, in line with the complaints handling procedures.

- Have key responsibility for maintaining and updating the records in relation to Complaints, and associated confidential records

- Interpret and analyse complaints data and provide a range of management information to assist with the production of reports.

- Support the development, co-ordination and delivery of training and awareness raising sessions on Complaints Procedures, across services.

- Further develop systems to ensure organisational learning from complaints is shared across services

- Establish ‘easy access’ pathways to the Complaints procedure and publicize complaints to users, carers, staff and other stakeholders

- Assist in the development of a range of relevant and appropriate public information to support the new complaints arrangements

If you are interested in becoming a valued member of this team and would like further details or an informal discussion, please contact Julie Speakman, Head of Executive Support 0161 342 2142.

Ref No: ADV839
Closing Date: 14th December 2017
Interview Date: To Be Confirmed

Job Description/Person Specification.docx




Location
Dukinfield Town Hall
Vacancy Description
 
GOVERNANCE & PENSIONS

EXECUTIVE SUPPORT

COMPLAINTS OFFICER

Fixed Term Contract For 2 Years Subject To A Review Of The Service
36 Hours Per Week

Salary: Grade F - SCP 24 £21,962 – SCP 28 £24,964

Located at: Dukinfield Town Hall, King Street, Dukinfield, SK16 4LA

As a holder of Customer Service Excellence standard, we are looking to invest in improving the customer journey and experience across the services that the Council and Clinical Commissioning Group deliver.

A new opportunity has arisen in the Executive Support Service for an enthusiastic and motivated individual to join the team. The main objective of the post is to promote and support the current and future development of the Complaints function across the council/clinical commissioning group, particularly with the implementation of a new system is on the horizon.

It is essential that the successful candidate possesses excellent communication and organisational skills, being proficient in the use of Information Technology, as well as being part of a service that puts the customer at the heart of service delivery and process improvement.

The successful candidate will also need to possess the following:

• Excellent presentation, communication, negotiation and interpersonal skills

• Good analytical and problem solving skills

• Commitment to the development of User centred services

• Knowledge of using and interpreting data

The successful candidate will:

- Receive, process, and progress chase complaints directly from Service Users and their carers, in line with the complaints handling procedures.

- Have key responsibility for maintaining and updating the records in relation to Complaints, and associated confidential records

- Interpret and analyse complaints data and provide a range of management information to assist with the production of reports.

- Support the development, co-ordination and delivery of training and awareness raising sessions on Complaints Procedures, across services.

- Further develop systems to ensure organisational learning from complaints is shared across services

- Establish ‘easy access’ pathways to the Complaints procedure and publicize complaints to users, carers, staff and other stakeholders

- Assist in the development of a range of relevant and appropriate public information to support the new complaints arrangements

If you are interested in becoming a valued member of this team and would like further details or an informal discussion, please contact Julie Speakman, Head of Executive Support 0161 342 2142.

Ref No: ADV839
Closing Date: 14th December 2017
Interview Date: To Be Confirmed

Job Description/Person Specification.docx