Policy, Performance & Complaints Lead (Hybrid)

WMJobs; Warwick; Hybrid; GBP 53,000 - 56,000; Full time

Job summary

Warwick District Council is seeking a Governance Manager to lead the corporate complaints process and oversee policy development and performance monitoring. The role involves advising managers, ensuring consistent quality across the organisation, and driving continuous service improvement.

The post requires strong customer service commitment, excellent communication, and the ability to balance priorities while working with diverse stakeholders.

Qualifications

• A strong commitment to excellent customer service.
• Excellent communication and interpersonal skills.
• The ability to build positive relationships with a wide range of people.
• Confidence and professionalism when dealing with sensitive and complex issues.
• Strong analytical and critical thinking skills.
• Sound judgement and effective decision-making, particularly within a public sector environment.
• The ability to manage competing priorities and deliver high-quality work to deadlines.

Responsibilities

• Lead and manage the delivery of the Council's corporate complaints process.
• Act as the Council's lead adviser on complaints management, ensuring consistency, quality and compliance across the organisation.
• Promote organisational learning from complaints and customer feedback to support continuous improvement.
• Manage and develop the Council's Corporate Performance Management Framework.
• Lead and coordinate corporate policy development and assurance activities.
• Provide guidance and quality assurance to managers and services on complaints handling and performance management.
• Contribute to the achievement of the Council's strategic objectives through effective policy and performance oversight.

Skills

Customer service

Communication skills

Relationship building

Professionalism

Analytical thinking

Decision making

Time management

Job description

Warwick District Council is seeking a Governance Manager to lead the corporate complaints process and oversee policy development and performance monitoring. The role involves advising managers, ensuring consistent quality across the organisation, and driving continuous service improvement.

The post requires strong customer service commitment, excellent communication, and the ability to balance priorities while working with diverse stakeholders.