2-3 months contract with a Local Authority
Job Summary:
• This role is responsible for managing and responding to all customer complaints, statutory and elected representative enquiries, and information requests within the Directorate.
• The postholder will lead on service improvement initiatives, coordinate directorate-wide responses, and manage associated project and administrative work.
• A key aspect of the role includes supervising a Service Improvement Assistant and ensuring high standards in customer care, data handling, and service delivery.
Key Duties/Accountabilities (Sample):
• Manage and administer customer complaints, MP/member enquiries, and statutory requests (including FOI, EIR, and data protection).
• Analyse, log, and allocate casework, ensuring timely and accurate responses in line with legislation and corporate policies.
• Identify and implement service improvements, developing policies, systems, and procedures to support ongoing performance enhancement.
• Coordinate monthly complaints meetings, produce reports, and support planning through data analysis and interpretation.
• Oversee the use of the case management system and maintain accurate records across corporate platforms.
• Lead on tenant satisfaction initiatives, ensuring effective resident engagement and feedback collection.
• Develop and deliver training packages to residents and support wider community consultation initiatives.
• Supervise the Service Improvement Assistant and ensure team outputs support a positive organisational reputation.
• Represent the Directorate at benchmarking events and contribute to projects that support best practice in complaints handling.
• Ensure compliance with equality legislation and promote an inclusive, customer-focused service environment.
• Support IT-enabled publishing of performance data across a range of platforms and formats.
Skills/Experience:
• Proven experience in handling complaints and statutory enquiries in a complex organisation.
• Strong understanding of relevant legislation (FOI, EIR, GDPR/Data Protection).
• Ability to analyse data and identify trends for service improvement.
• Experience managing or supervising staff.
• Skilled in stakeholder communication and producing high-quality written reports.
• Proficient in using corporate IT systems and platforms (e.g., Microsoft Office, Dynamics).
• Knowledge of service improvement methodologies and best practice benchmarking.
• Excellent organisational skills and ability to manage competing priorities.
Additional Information:
• The closing date: 09/06/2025 @16:00.
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