Complaints & Casework Improvement Manager
Complaints & Casework Improvement Manager
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Job Description
Discover yourself in Lewisham where what you do makes a difference to our vibrant and culturally diverse communities!
We have a rich history of welcoming people from all over the world and are proud to be recognised as the UKs first Borough of Sanctuary for our work in championing the rights of refugees and migrants.
Introduction
Are you an experienced Complaints Manager Do you want to make a real difference to outcomes for our Residents by improving the way we handle Complaints and Casework working across our Directorates Divisions and Services to make meaningful and lastingimprovements to service delivery and complaint/ casework handling.
Whats the role
We are looking for a Complaints and Casework Improvement Manager to work proactively across Council services to effect improvements in resolution rates at point of contact; reduce unnecessary contacts and escalations by improving the overall customer experience through use of best practice targeted communication robust reporting improved processes systems and staff training.
You will also manage a team of Complaint Handlers/ Caseworkers and Administrative staff to investigate and resolve high profile Corporate Complaints and Casework as well as carry out Quality Assurance and support System and Process Improvements across the Council.
Whats in it for you
Excellent training and development opportunities plus a range of benefits including:
- Generous holiday allowance
- Local Government Pension scheme
- Flexible working and family friendly policies
- Season ticket and bicycle loans
- A range of staff discounts including local subsidised gym memberships
- Supportive staff networks
What were looking for
We are looking for someone with extensive experience of Complaints Management in a complex will need experience of managing change with an in-depth understanding of causes of failure demand and complaint root cause analysis addressing areas of non-performance andimplementing improvement action will also need to be a proven people manager within a performance focused environment.
You will have significant experience ofdata analysis and reporting of management information to a wide range of stakeholders tailoring your style and approach for each.
Location
The job is primarily based in Laurence House Catford but we operate a hybrid approach where you will be required to work both in the office and from home on a regular basis.
Special conditions
The recruitment process is anonymous and we dont accept CVs.
For an informal discussion about this job please contact Mark Ferris on .
Please click here to view the Job Description and Person Specification
Salary
60633 - 62742 per annum (P07)
N.B: All appointments will be offered at the minimum spinal column point (SCP) for the grade of the role. The only exception to this will be when matching current salary (up to the maximum of the scale) which is subject to evidential proof.
Diversity
Lewisham Council is a Disability Confident employer. We welcome and encourage job applications of all abilities. If you require any reasonable adjustments in the application or interview please contact the lead contact on this advert. We will make reasonable adjustments to make sure our disabled applicants and those with health conditions are supported throughout our recruitment process. We support the access to work scheme further details are available at Council has a dedicated employment support serviceLewisham Works which offers Lewisham residents guidance in relation to applying for jobs. If you want to join Lewisham Works please emailand an advisor will be in touch with you.
The Council reserves the right to close adverts early if there is a large response.
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Required Experience:
Manager
Employment Type
Full-Time
