Senior Complaints Manager
Senior Complaints Manager
Posted on :
28-03-2025
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1 Vacancy
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Job Description
6 months contract with a Local Authority
Job Summary:
The Senior Complaints Manager will ensure that complaints across all Repairs and Investment Services are responded to in line with corporate policies and targets. They will provide guidance and advice to staff supervisors and senior management to ensure the effective resolution and remedy of complaints Members Enquiries FOIs and other related correspondence. The role involves supporting the preparation of complaints responses reviewing service responses and where necessary assisting with complex investigations critically analysing evidence such as legislation government guidance and departmental policies to achieve appropriate resolutions.
Additionally the Senior Complaints Manager will work closely with the Customer Experience Manager to ensure that complaints are handled sensitively and outcomes of investigations are communicated appropriately to complainants or their representatives. In the absence of the Customer Experience Manager they will supervise the daytoday management of the Complaints Team ensuring the provision of a highquality and efficient complaints service.
Key Duties/Accountabilities (Sample):
Respond to complaints across all Repairs and Investment Services in line with corporate policy and targets.
Provide advice and guidance to staff supervisors and senior management to ensure the appropriate resolution and remedy of complaints Members Enquiries FOIs and other correspondence.
Support the preparation of complaints responses and investigate complex complaints critically analysing relevant evidence.
Work closely with the Customer Experience Manager to ensure that investigation outcomes are communicated effectively and sensitively.
Supervise the daytoday management of the Complaints Team ensuring a quality and efficient complaints service.
Skills/Experience:
Strong experience in complaint handling and resolution particularly within the public sector or local authority.
Knowledge of legislation government guidance and departmental policies/procedures relevant to complaints management.
Ability to critically analyse evidence and provide practical solutions.
Strong communication skills both written and verbal with the ability to communicate sensitively with complainants and/or their representatives.
Experience in managing a team and providing leadership in a supervisory capacity.
Proven ability to manage multiple cases efficiently and meet targets.
Additional Information:
Fulltime role: 35 Hr/week.
Strong experience in complaint handling and resolution, particularly within the public sector or local authority. Knowledge of legislation, government guidance, and departmental policies/procedures relevant to complaints management. Ability to critically analyse evidence and provide practical solutions. Strong communication skills, both written and verbal, with the ability to communicate sensitively with complainants and/or their representatives. Experience in managing a team and providing leadership in a supervisory capacity. Proven ability to manage multiple cases efficiently and meet targets.
Employment Type
Full Time
Key Skills
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