JOB PURPOSE
The post-holder is responsible for supporting the Corporate Complaints team in the delivery of a professional Corporate Complaints Service for the Authority in line with guidance from the Office of the Northern Ireland Public Services Ombudsman (NIPSO) and best practice standards.
MAIN DUTIES AND RESPONSIBILITIES
Main Activity Areas:
Supervision of Staff and Service Delivery
Specialist Advice & Support
Corporate Complaints System / Administration
Staff Supervision and Service Delivery
1. Supervise the work of staff to ensure effective service delivery in Corporate Complaints Service
2. Plan, organise and prioritise work to ensure timely completion of tasks and deadlines met.
3. Allocate work, check quality and quantity of work and monitor performance.
4. Train or ensure the effective training of staff in the procedures, processes and information systems required for effective administration for the Corporate Complaints Service.
Specialist Advice & Support
5. Support the delivery of a professional Corporate Complaints Service for the Authority in line with guidance from the Office of the Northern Ireland Public Services Ombudsman (NIPSO) and best practice standards.
6. Assist with the handling of complaints in line with EA policy, advice and guidance.
7. Provide advice and guidance to support EA staff and line managers on a range of complaint issues including interpretation of EA’s Complaints Handling Procedures.
8. Responsible for maintaining a central case management system for recording all activity associated with the handling of complaints.
9. Responsible for maintaining a central electronic filing system for records associated with the handling of complaints.
10. Contribute to review of administrative systems and procedures to ensure records are accurate and comprehensive and to improve service delivery.
11. Attending the delivery of complaints training in a supportive and developmental capacity.
12. Participate in ad hoc projects to include collating and analysing information to assist and support the work of senior managers.
13. Receive, screen and direct all telephones calls.
14. Support with the review and improvement of complaints management practices within EA.
15. Provide administrative, clerical and secretarial support as part of the Corporate Complaints team with regard to all Complaint Service work.
16. Diary management including organising and prioritising diary commitments.
17. Typing, compiling and issuing emails, letters, acknowledgements and circulating documents on behalf of the Corporate Complaints Service.
Corporate Complaints System / Administration
18. Responsible for the production of standard and non-standard computerised reports and the provision and presentation of complaints information to support management decision making.
19. Responsible for preparing reports to enable a response to complaints, FOI requests and other correspondence cases within set deadlines. Assist with maintaining computerised information systems to facilitate e.g. complaints responses.
20. Process all complaints data and information on Complaints systems.
21. Administration associated with complaints and NIPSO enquiries and investigations.
22. All general administration in support of work undertaken including preparation of draft letters, minutes, notes, reports, documentation.
Other Responsibilities
23. Comply with the Authority’s policy on Data Protection (in particular processing sensitive personal information).
24. Comply with the Authority’s Equal Opportunities Policy, relevant Codes of Employment and Practice and other relevant legislation. In accordance with relevant equality legislation and EA policies on diversity in the workplace the post-holder is expected to promote good relations and pay due regard to equality of opportunity in carrying out their duties.
25. Undertake other related duties within the grade and competence of the post-holder as required.