We are working closely alongside a Local Authority in Wirral to assist with the appointment of a Customer Resolution & Info Manager, on a 2-month contract, highly likely to be extended at clients discretion. Please apply with your CV for immediate consideration.

Rate of Pay: £23.66 - £29.59 per hour

Responsibilities:

• Responsible for liaising with elected members and Members of Parliament in dealing and responding to requests for information.
• Design and deliver training about complaints policies, procedures and information responsibilities to staff and managers across Childrens Services. 
• Develop and agree annual measures and budgets for the Customer Resolution & Information Team.
• Manage the Team budget which will include the employment of self-employed independent investigations. 
• Liaise with elected members, senior managers, external organisations and the community to shape and improve service delivery.

Qualifications:

• Professional qualification or degree.

• Managing and implementing effective processes for dealing with complaints and enquiries.
• Developing organisational policies which reflect national legislation relating specifically to the handling of complaints and/or adhering to information responsibilities.
• Reviewing investigation reports in response to complaints to ensure compliance with Data Protection Act 2018 and GDPR.
• Dealing with sensitive issues which may pose significant risk to the organisation.
• Working in a customer-focussed role, including with service-users, families, elected members, MPs, other professionals and organisations.
• Managing staff, working collaboratively to support each other and to ensure that they can meet timescales and deadlines required.
• Managing a budget that carries within it some level of complexity or risk.
• Working with partners with regulatory bodies including the Local Government Ombudsman, Information Commissioners and other regulators
• Working with senior managers to escalate issues of concern, share learning and develop actions plans for improved practice and standards.
• Analysing information, to identify patterns and trends and report to senior managers.
• Performance reporting, analysis and developing learning from monitoring of complaints and enquiries.
• Providing advice and guidance to staff including practitioners and senior managers.

Please note:

• You should be available to work immediately or at a short notice.
• You should have right to work in U.K

Disclaimer: Brackenberry Ltd is acting as an Employment Business in relation to this vacancy. We are committed to equality in the workplace and is an equal opportunity employer. Unless otherwise stated all of our roles are temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent. Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary. Incase the role requires an enhanced DBS, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.

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