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Complaints Manager - Oldham

Job Title: Complaints Manager - Oldham
Contract Type: Temporary
Location: Oldham
Salary: £9.83 - 9.83 per hour
REF: NYKLH202008
Contact Name: Nanayaw Kyeremeh
Contact Email:
Job Published: about 1 month ago

Job Description

Oldham Council – Complaints Manager

Location: West Street, Oldham, Lancashire, OL1 1NL

Contract: Initial three-month contract

Hours: 9am-5pm / Monday to Friday

Payrate: £9.83


To be the focal point of the Council’s visions to drive improvements in complaints handling across the organisation, ensuring that all legislation is adhered to and that the Council uses customer feedback as a driver for service improvement.   

To be responsible for the leadership and management of the Customer Liaison Team

Key Tasks

To lead on the development of policies and procedures in response to the various sets of legal requirements that the council must adhere to in relation to complaints handling across all service areas.  

To lead the development of systems and processes that promote a personal and inclusive approach to liaising with customers ensuring first and foremost prompt and effective resolution of their complaints.

To be responsible for the operation of the council’s complaints policies and procedures ensuring the development of action plans for each complaint. 

To be responsible for ensuring that the outcome and findings of complaints investigations are safe, justified, and reasonable.

To continually develop complaint handling systems and processes to ensure both compliance with regulators and to take account of feedback from customers.

To develop and deliver training in effective complaints handling and investigation training for staff across the council and in partner organisations to ensure that all complaints and investigations are handled in line with council policy.

To ensure that customer liaison staff are appropriately trained to identify and handle risk or safeguarding incidents.

To lead the development and implementation of a quality assurance process which ensures that complaint responses issued are of the highest possible quality.

To develop and implement an appropriate case conferencing approach to ongoing complaints management in order to bring about effective oversight and resolution of all complaints.

To be responsible for participating in the commissioning of external investigating officers, independent persons or review panel members, and to oversee, direct and quality assure their work as required.

To oversee complaint investigations carried out by Senior Customer Liaison Officers ensuring that adjudications are appropriately sourced and carried out.

To oversee the service improvement process that is an outcome of each complaint investigation, ensuring that the learning from complaints or other contacts with customers are identified and actioned appropriately and effectively.

To be responsible for the development of a new approach to performance management in relation complaints.

To be responsible for the management of the Council’s relationship with the Local Government Ombudsman, ensuring effective process are in operation to respond to enquiries in a timely manner.

To develop methodologies for extracting increased benefit from other forms of customer liaison, including compliments, comments and suggestions.

To provide advice and guidance to the Head of Customer Services of the impact of changes to complaints legislation on both the council and its customers.

To provide support to elected members in the resolution of customer complaints made on behalf of their constituents.

To attend relevant meetings and support the provision of regular, timely and accurate reports with regards to programme and performance management. 

To provide information to the Corporate Performance Team to evaluate performance against Key Performance Indicators in relation to complaints handling.

To develop and maintain networks and contacts across a range of public and private organisations to share intelligence and good practice. 

To lead multi disciplinary working groups and projects relating to complaints handling.

To effectively manage and provide supervision to officers of the Customer Liaison Team.

To effectively manage resources as allocated to ensure value for money.

To actively pursue training opportunities for your own development.

We offer:

  • 24 hour one on one specialist social work consultant based within your geographical area
  • 4Recruitment Services Employee Benefits Programme
  • Our own dedicated payroll support ensuring you get the full benefits of your payment

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: