Warrington - Complaints Manager

Warrington – Complaints Manager

Location: 1 Time Square, Warrington, WA1 2NT

Contract: Initial six-month contract with further extensions  

Hours: Full Time – Monday – Friday

Payrate: £17 an hour

Job Purpose:

To manage, administer and monitor all stages of the Families and Wellbeing complaints, compliments and comments processes to ensure they are effective, meet all statutory standards and carefully monitored.

Further to this to provide oversight of requests and responses under the Freedom of Information Act including the coordination and maintenance of other systems which support effective scrutiny,

quality monitoring and development of complaints, compliments and comments and practice.

Key Tasks:

The post-holder must carry out the duties with full regard to the Council’s Corporate Plan, the Corporate Equality and Diversity Policy and Health and Safety Policy.

To ensure all of the Families and wellbeing complaints, compliments and comments procedures are widely and appropriately promoted, uncomplicated and easily accessible to those who wish or need to use them.

The processes should be accessible and integrate well with corporate and partner complaints processes.

To develop and maintain joint approaches with Health commissioners and external providers and the production of suitable media; to ensure that complaints across public service areas,

and those that relate to commissioned or jointly funded services are resolved quickly and efficiently.

To lead and coordinate internal processes across the Directorate and appropriately with corporate colleagues,

assisting officers in understanding arrangements made for the processing of complaints and their responsibilities including responding within agreed timescales.

To promote and develop appropriate early reconciliation and remedy for complainants, liaising efficiently and sensitively between complainant’s representatives of the Council when required.

To ensure those who make complaints, compliments or comments are kept well informed of their rights at each stage of the process, ensuring that those who are known to be vulnerable have access to support and/or advocacy.

To prioritise and highlight any concerns that require urgent intervention in order to safeguard individuals who are or may be at risk of harm.

To maintain awareness of legislative and local requirements to ensure statutory compliance and to alert senior officers accordingly of changes and the implications for the Council.

To inform the induction and training of relevant internal and external staff.

To monitor and evaluate data, identifying and highlighting emerging trends and to produce intelligence reports for managers on a regular basis.

To co-ordinate and produce performance information to support internal and regulatory reporting including preparation of corporate performance indicators and regular reports etc.

To oversee the production of regular reviews and reports including the statutory annual complaints report and ensure it is appropriately reported to Members and senior officers of the Council.

To coordinate and monitor outcomes to individual complaints and support the process of developing proactive quality assurance actions for Families and Wellbeing in order to improve the quality of customer experience,

contributing to the development of feedback loops to ensure systematic capture of learning from complaints, compliments and comments

To manage and co-ordinate a Directorate wide approach to Freedom of Information Requests and MP enquiries linking with relevant senior officers and corporate colleagues.

To carry out all duties with due regard to confidentiality and data protection regulations.

The post-holder is responsible for the safeguarding and promoting the welfare of children and vulnerable adults.

To undertake such additional duties as are reasonably commensurate with the level of this post.

Manage relationships with the Ombudsman - prepare and quality assure information, receive and communicate responses and coordinate and monitor implementation of remedies.

Review the annual report from the LA ombudsman and ensure any emerging trends or learning.

Represent the Authority at regional events and networks 

Recruitment is done in line with safe recruitment practices. 4Recruitment Services is an equal opportunities employer.

To discuss this vacancy or other vacancies in your area please contact Nana Kyeremeh on 0208 514 9137 or Email nanayawk@4recruitmentservices.com