Complaint Service Improvement Officer

SOHL ASSOCIATES LIMITED; Woolwich; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading complaints management firm located in Woolwich is seeking a Senior Complaint's Manager. This role involves managing the analysis and administration of complaints and enquiries, implementing service improvements, and maintaining compliance with corporate guidelines. The ideal candidate should possess strong analytical skills and experience in complaint handling. This position will ensure effective communication with the Directorate and support service quality improvement initiatives.

Responsibilities

• Analyze, allocate, administer, and collate representations including complaints and enquiries.
• Produce and follow departmental procedures and corporate guidelines.
• Identify service improvements through best practice research.
• Monitor casework responses to ensure timeliness and compliance.
• Assist in investigating urgent and complex complaints.
• Lead on the Corporate case working system and develop processes.
• Run monthly complaint team meetings and set agendas.
• Review and update procedures and policies related to complaints.
• Produce and analyze data for reports to senior management.
• Create systems for effective service monitoring and improvement.

Job description

Responsibilities

• Responsible for the analysis, allocation, administration and collation of all representations in the form of complaints, correspondence, MP and Member enquiries including Ombudsman enquiries, on behalf of the Directorate and Departmental Management Team (DMT). Responsible for producing the departmental procedures and working to corporate procedures.
• Have the responsibility on behalf of the Directorate and DMT; for response and collation, analysing, administering and distribution of records all FOIs, EIR and Data Protection requests according to legislative procedures and corporate guidelines.
• Identify and implement service improvements; researching best practice and make recommendations to managers and DMT to change processes and procedures.
• Monitor all types of the Directorate’s casework to ensure all their responses are sent on time and alert DMT and managers of issues with casework or timescales that could bring the Council or the Directorate into disrepute.
• Notify relevant DMT members, managers or staff of urgent and complex complaints or enquiries and assist them in investigating, producing, co-ordinating or refining response, as appropriate, maintaining a high level of service. Make suggestions for resolutions to the relevant Head of Service if it falls outside of current policies and procedures.
• Be the Directorate’s lead on the Corporate case working system (Dynamics/or other) and have responsibility for producing the directorate’s logging processes and procedures.
• Run monthly Repairs and Investment Complaint’s teams meetings Setting the agenda, producing all paperwork and identify areas of service improvement and work with teams to implement the changes.
• Responsible for reviewing the procedures and administrative processes in relation to complaints in line with current legislation and guidance, developing, creating or updating policies and systems; including those which encourage and facilitate users to express their views; recording these accurately and consistently.
• Produce, analyse, prepare, collate and interpret data; to either produce reports and accessible information, reporting to the Finance and Commercial Manager for use in communications with the public or to support the planning and decision-making made by the Departmental Management Team and the Director.
• Create and continue to improve systems and procedures to provide information to senior managers, staff and members of the public and outside organisations on a regular basis that will assist in the effective monitoring of services, to inform supervision and quality assurance in order to improve services, review performance and identify potential problem areas.
• Identify potential problem areas in order that remedial action can be taken. Ensure any lessons learnt from complaints and other enquiries are captured and reported on.

Designation of the Post

Senior Complaint’s Manager