Complaints Standards Engagement and Support Officer

Northern Ireland Public Services Ombud; Belfast; Hybrid; GBP 39,000 - 43,000; Full time

Job summary

A public services oversight organization in Belfast seeks a Complaints Standards Engagement and Support Officer. This position involves developing engagement services, supporting public bodies in complaints handling, and collaborating with key stakeholders. The ideal candidate will have relevant experience, strong communication skills, and a degree-level education. This role offers a salary of £39,862 to £42,839 per annum and includes hybrid working arrangements.

Benefits

Generous occupational sick pay

Annual leave of 25 days plus 12 public holidays

Access to ongoing training opportunities

Qualifications

• Minimum of two years’ relevant experience.
• Demonstrated communication skills and interpersonal abilities.
• Experience in engaging with organizations for change.

Responsibilities

• Support the Complaints Standards Manager in maintaining standards.
• Develop and implement engagement structures for public bodies.
• Facilitate networks and provide support for complaints standards.

Skills

Excellent oral and written communication skills

Excellent interpersonal skills

Engagement and negotiation skills

Collating and presenting information

Preparation of documents and reports

Team collaboration

Education

Educated to degree level (or equivalent)

Job description

Overview

JOB DESCRIPTION

Job Title: Complaints Standards Engagement and Support Officer

Reporting to: Complaints Standards Manager

Grade: PO2 (NJC Scale) Salary: £39,862 to £42,839 per annum

Location: Belfast

Main purpose of job

To provide a key role in supporting the Complaints Standards Manager to ensure the effective implementation of NIPSO’s complaints standards function and promote a culture change in relation to how complaints are managed by public services in Northern Ireland. This will involve the design, development and delivery of engagement and support services to public services in relation to complaints handling, the co-development and implementation of new complaints standards to include Model Complaints Handling Procedures.

Summary of principal duties and responsibilities

• Support the Complaints Standards Manager in maintaining NIPSO’s complaints standards function as an authoritative voice on good practice in complaint handling
• Develop and implements suitable structures for engaging with public bodies and sectors on complaints standards and Model Complaints Handling Procedures
• Support the Complaints Standards Manager to facilitate networks and provide support on the co-development and implementation of complaints standards and Model Complaints Handling Procedures.
• Engage with key stakeholders in each sector to develop suitable Model Complaints Handling Procedures;
• Develop and deliver engagement and support services to a wider range of public bodies;
• Support good practice in complaints handling within sectors, informed by engagement and research findings;
• Maintain, develop and promote NIPSO’s complaints standards guidance on complaints handling;
• Provide support in the development of training resources aimed at supporting public bodies to ensure their staff are appropriately equipped and trained to manage complaints.
• Engage with public services to help identify further development of training resources including e-learning.
• Provide support to public bodies to ensure the new complaint standards and model complaint handling procedures are implemented.
• Support the Complaints Standards Manager in the collection, collation, analysis and publication of complaints and performance data for all public bodies required to implement a Model Complaints Handling Procedure;
• Support the Complaints Standards Manager in monitoring public bodies’ practical and procedural compliance with published MCHPs;
• Respond to queries and enquiries regarding complaints handling and complaints standards from public services, advocacy and support groups and the public;
• Liaise and build effective relationships with staff in other Ombudsman Offices to keep up to date with best practice in complaints handling;
• Draw on the experience of NIPSO investigations to develop engagement and support programmes for public bodies;
• Contribute to the communication and training of NIPSO staff on complaints handling issues and guidance;
• Deputise for and undertake other work as reasonably requested by the Complaints Standards Manager;
• Any other duties commensurate with the main purpose of the role.

General Responsibilities & Duties

• Adhere to the NIPSO values of fairness, impartiality, openness, respect and integrity.
• Adhere to and promote the Office policies on Equality of Opportunity and Dignity at Work, demonstrating a commitment to the principles of equality, fairness and diversity in all aspects of work.
• Have due regard for one’s own safety and that of others, behaving appropriately at all times and reporting all accidents no matter how minor.
• Take responsibility for the development of own skills and knowledge through proactive engagement in the internal performance review processes.
• Undertake ad-hoc, cross-functional project work supporting the development of the Office and service provision as requested by your line manager.

This job description is subject to review and amendment as the demands of the role, and as the organisation evolves. Therefore, the postholder will be required to be flexible and adaptable and aware that they may be asked to perform tasks, duties and responsibilities which are not specifically detailed in the job description, but which are commensurate with the role.

Person Specification

Essential Criteria

Applicants must, as at the closing date for receipt of applications, be able to demonstrate by providing personal and specific examples on their application form that they have a minimum of two years’ relevant experience of:

1. Educated to degree level (or equivalent)
2. Excellent oral and written communication skills
3. Excellent interpersonal skills
4. Experience of engagement and negotiations skills with organisations or groups to bring about positive change
5. Experience of collating and presenting information to a range of audiences
6. Experience of preparing documents and reports

Desirable Criteria

In addition to the above essential criteria, NIPSO reserves the right to only shortlist those candidates who can also demonstrate, by providing personal and specific examples on the application form that they have:

1. Experience of a co-development process
2. Experience of conducting research
3. Knowledge of handling complaints in the public sector environment

Skills and Attributes

Applicants must be able to demonstrate evidence of the following skills, competencies and attributes which will be tested at assessment centre and/or final interview:

• Oral and Written Communication
• Collaborative Working
• Attention to detail
• Organisational Skills
• Continuous Improvement

Key: Method of Selection: Application form (AF); Presentation (P); Interview (I)

Working for Us

Remuneration

The salary for this post is currently equivalent to National Joint Council (NJC) PO2 which is £39,862 to £42,839 per annum.

Location

The role will be based at NIPSO, Progressive House, 33 Wellington Place, Belfast, BT1 6HN.

Working Arrangements

We operate hybrid working arrangements i.e. a mix of working from home and from the office which offers employees additional workstyle choices. Candidatesshouldnote that whilst we do have a flexible approach, the operational requirements are likely to require office based working a minimum of 2 days per week. Successful applicants also have the opportunity to request Flexible Working from the 1st day of their employment. Management will give full consideration to the flexible working request. However, no employee can be guaranteed flexible working and the needs of the organisation will take priority.

Working Hours

The post is full-time (37 hours per week), subject to a probationary period of 9 months.

Pension

The successful candidate will be eligible to join the NICS Principal Civil Service Pension Scheme.

Annual Leave

Annual leave entitlement is 25 days annual leave, plus 12 days public holidays.

Other Benefits

We have a generous occupational sick pay and maternity, paternity and adoption leave/pay arrangements, as well as a suite of work-life balance policies. Employees also have access to an Employee Assistance Programme. We provide support for ongoing training and provide development opportunities for all staff. In 2022 we implemented a coaching framework to ensure all employees of NIPSO receive regular support and guidance from their line manager.