JOBSUMMARY: ComplaintsOfficer Provisionofacouncil-wideandservice-specificcomplaintsfunctioninlinewiththeorganisationscorporateinternalprocedures,anditsstatutoryobligationsundertheHealthandSocialCare(CommunityHealthandStandards)Act2003-forAdultSocialCareComplaints,theChildrenAct1989-forChildrensSocialCareComplaints,andtheBuildingSafetyAct2022-forBuildingComplaints. AssistindevelopingandmaintainingnetworksofdirectorateofficersandstrategicpartnerstoensureeffectivedeliveryoftheComplaintsfunction. Assistindeveloping,andimplement,soundorganisationalpolicies,procedures,systemsandprogrammes,tohelpthecouncildealeffectively,efficientlyandlawfullywithallcomplaints. Workcloselywithexternalregulators,e.g.,LGSCO,HOandNHSDigital). ROLEComplaintsOfficer REQUIREMENTS:ComplaintsOfficer Useseminars,meetings,andotherevents,etc.,toassistinraisingtheprofileandunderstandingoftheComplaintsserviceandprocesseswithintheCouncil,workingwithelectedMembersandappropriatecouncilofficerstoachievethis.Driveandensurecorporatecompliancewithregulatory/legalrequirementsandCouncilpolicyandprocedures,wherenecessarychase-upandescalatetoseniormanagers. Actprofessionally,providingexpert,helpfulandtimelyadvice/guidancetothepublic,electedMembersandcouncilofficersoncomplexComplaintsmatters;providetrainingmaterial,briefings,andupdatesontheintranettoensurecomplianceandtominimisetherisksofcomplaintsorappeals. AssisttheComplaintsManagertoensurethatthecomplaintsprocessesareuptodateandfitforpurpose,andthattheyarereadilyavailableandaccessibletothepublic,andclearlysign-postedontheCouncilswebsite,andcanalsobeobtainedinhardcopy. Assistinupdating,andcontributeto,continualimprovementofcomplaintsprocesses,corporatefocusandcorporateperformance.Identifykeyperformanceindicators/areasforimprovement,promotebestpracticeandawarenessofthelegislativeframeworkwithinwhichthecounciloperates. Assistinbench-markingtheComplaintsservicewithotherLocalAuthorities(LAs)andthebest-in-classofbusinesspractice;helptoensureeffectivedisseminationofsuchbestpracticeacrosstheorganisation-includinglearningfromengagingwithOmbudsmen,customerfeedback,relevantcaselaw,andinvestigation/decisionoutcomes,etc. Consultwithelectedmembers;councilofficers,theLocalGovernment&SocialCareOmbudsman(LGSCO),theHousingOmbudsman(HO)andotherrelevant3rdparties,ensuringcomplaintsaremanagedproperlytoachievethebestoutcomeforLondonBoroughofTowerHamlets(LBTH). Asappropriate,log/processcallsandactivitiesrelatedtocomplaintspromptly;ensurethecreationofaccuraterecordsthatclearlyidentifyresponsibledepartments;andassistinensuringthattheteammaintainsaccurateinformationandrecordsontherelevantsystemsinamannerthatsustainshighqualityofdataanddatasecurity. KnowledgeComplaintsOfficer Knowledgeofcorporatecomplaintssystems;regulatorycomplaintssystems(e.g.,AdultsandChildrensSocialCareComplaints,the Ombudsmancomplaint process,etc.);theinternationalstandardforqualityandrelatedmatters;andrelevantlegislation. FreedomofInformation Act2000,theData ProtectionAct2018,the Environmental InformationRegulations2004,andotherrelevantlegislation. Goodunderstandingoflocalauthoritypoliticalprocesses,andtheroleofelectedMembers. Knowledgeoftherangeofservicesthatlocalauthoritiesprovide. Knowledgeofadvocacy;communitysupportandinterpretingservices;andcommunityandservicedeliveryissuesrelatingtoinner-cityareas,suchasTowerHamlets. KnowledgeofrelevantIT/BusinessManagementSystems. Qualifications&Experience ComplaintsOfficer Experienceundertakingcomplexinvestigations;andanalysingcomplexdata,regulationsandlegislation. Experienceofwritingcomplexreportsandcorrespondenceonbehalfofseniormanagersandexecutivebodies. Experienceofbusinessprocessanalysisandrecommending/implementingserviceimprovementinitiativesandprojects. Experienceofinfluencingandcollaboratingwithseniormanagerstoachieveorganisationalgoals. Workinginapoliticallysensitiveenvironment.