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,andupdatesontheintranettoensurecomplianceandtominimisetherisksofcomplaints...