Complaint Service Improvement Officer

Summary

Responsibilities

• Handle customer complaints member and MP inquiries and statutory requests including FOIs EIRs and DPRs.
  
• Lead and initiate service improvement projects within the Directorate.
  
• Support the Community Services Directorate with project work and administrative tasks.
  
• Analyse allocate and manage all forms of representations including complaints and inquiries on behalf of the Directorate and Departmental Management Team (DMT).
  
• Develop departmental procedures and ensure adherence to corporate procedures.
  
• Manage the response collation and distribution of FOIs EIRs and Data Protection requests.
  
• Research and recommend service improvements and best practices to managers and DMT.
  
• Monitor casework to ensure timely responses and alert DMT to potential issues.
  
• Assist in investigating complex complaints and inquiries providing high-level service.
  
• Lead the Directorates use of corporate case working systems and develop logging processes.
  
• Organize and lead monthly meetings to identify and implement service improvements.
  
• Review and update procedures related to complaints in line with legislation and guidance.
  
• Produce and analyse data for reports to support planning and decision-making.
  
• Develop systems to provide information for effective service monitoring and quality assurance.
  
• Identify problem areas and ensure lessons learned from complaints are reported.
  
• Promote awareness of complaints procedures and foster a responsive culture.
  
• Maintain the Directorates Complaints and Correspondence Logs.
  
• Create performance reports and collate data for the Directorate Management Team.
  
• Develop and run Tenant Satisfaction Measures and training packages for residents.
  
• Supervise the Service Improvement Assistant and manage their workload.
  
• Represent the Directorate at benchmarking and networking events.
  
• Assist with open days and consultations as needed.
  
• Manage conflicting priorities and adapt to changing team priorities.
  
• Utilize IT systems for performance management and information dissemination.
  
• Monitor compliance with council legislation policies and procedures.
  
• Be proactive in safeguarding responsibilities.
  
• Undertake additional duties as required adhering to health and safety regulations and council policies.
  
• Lead customer satisfaction survey evaluations to identify improvement areas.
  
• Support efforts to enhance repairs service delivery to residents.
  

• Experience in handling customer complaints and statutory requests.
  
• Strong leadership skills to drive service improvement initiatives.
  
• Ability to manage projects and administrative tasks effectively.
  
• Proficiency in analysing and managing data for decision-making.
  
• Excellent communication skills for interacting with various stakeholders.
  
• Familiarity with legislative procedures and corporate guidelines.
  
• Competence in using IT systems for data management and reporting.
  
• Ability to manage conflicting priorities and adapt to change.
  
• Commitment to safeguarding health and safety and equal opportunities policies.