Complaints Resolutions Officer To work closely with designated services for the effective handling of complaint stage 2 independent reviews, FOI internal reviews and Local Government Ombudsman (LGO), Housing Ombudsman (HO) and Information Commissioner (ICO) enquiries, seeking resolution to issues raised at the earliest stage of the process.
Complaints Resolutions Officer To support the organisation to improve service delivery and apply learning from resident and other stakeholder feedback; by ensuring effective application of the corporate feedback procedures for complaints, compliments & suggestions, the members enquiries arrangements, and Freedom of Information Act (FOI) requests & Environmental Information Regulations (EIR) procedures.
Main Responsibilities
* To be responsible for managing the processes involving feedback, members enquiries, Stage 2 reviews and learning, and freedom of information enquiries by ensuring that all cases are logged, allocated and tracked efficiently and effectively.
* Provide best practice advice for colleagues and team members.
* Support members of staff who have allocated enquiries by providing advice and guidance on the Councils Corporate and Statutory obligations so that they understand how queries should be dealt with, the correct format for responses and the agreed response times, ensuring quality is maintained and solutions are reached.
* Liaise as appropriate with responding officers and senior managers over completed and sensitive cases including those involving vulnerable clients and negotiate the resolution of cases using tack and persuasion.
* Ensure the database is kept up to date on the Councils structure and ensure any changes are duly made so that cases are directed to the correct area.
* Deal with cases involving the Ombudsmen in order that investigations are dealt with in accordance with the Councils procedures.
* Conduct case reviews on all Stage 2 complaints to ensure that matters are addressed, and issues resolved quickly.
Develop knowledge of the legislation underpinning FOI and EIR requests so that responding officers have a knowledgeable point of contact who can advise services of the councils obligations.
With minimum supervision, conduct independent reviews allocated in accordance with the agreed procedures and timescales in respect of corporate and statutory complaints; FOI internal reviews and advise on FOI and EIR exceptions.
Produce high quality written responses to complaint investigations and reviews, briefings, minutes and reports.
Produce performance data and trend analysis information as required to improve service delivery across the organisation.
Commission independent services as directed by the team leader to ensure statutory social care complaints are compliant with the Councils agreed procedures.
Undertake reviews in response to enquiries from the Information Commissioners Office, handling any queries that may arise.
Deliver training to users and briefings on the teams various areas of responsibility as required across the organisation including to members.
Knowledge, Qualifications, Skills And Experience
* Good working knowledge of relevant legislation, complaints management and councils feedback.
* Demonstrable experience of managing own workloads.
* Awareness of the problems and issues facing the organisation, an understanding of how the Council is organised; and how services are delivered.
* An understanding of the principles of good customer care.
* Sound communication skills, both written and verbal.
* Ability to complete assigned tasks with minimal supervision.
* Ability to challenge practices and standards in a constructive way that will improve the customer experience.
* Knowledge and experience of using IT systems to perform work activities.
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