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About the Role

This role is an exciting opportunity to play a key role in ensuring residents' concerns are investigated fairly, thoroughly, and compassionately, while helping services learn from complaints and improve outcomes across the organisation.

Responsibilities

• Manage and coordinate complex complaint investigations from start to finish.
• Analyse evidence, identify findings and make recommendations for resolution and service improvement.
• Draft high-quality responses on behalf of senior leaders and directors.
• Coordinate responses to Ombudsman enquiries and decisions.
• Provide professional advice and guidance on complaint handling best practice.
• Deliver training and coaching to colleagues across the organisation.
• Promote a strong culture of learning from complaints and customer feedback.
• Support continuous improvement of complaint processes, reporting and performance.

Requirements

• Experience of complaint handling or demonstrable transferable investigative skills.
• Knowledge of complaint handling best practice and customer feedback management.
• Experience of working with stakeholders at all levels, including senior managers.
• Experience of dealing with members of the public in challenging or sensitive situations.
• An understanding of relevant legislation, regulatory frameworks, or the ability to quickly acquire this knowledge.

Skills

• Excellent written communication skills with the ability to explain complex matters clearly and concisely.
• Strong verbal communication and presentation skills.
• Excellent judgement and decision-making abilities.
• Strong analytical skills and the ability to review and interpret complex information.
• Ability to influence, challenge constructively and build effective working relationships.
• Excellent organisational skills and the ability to manage competing priorities.
• A resilient, proactive and solution-focused approach.
• A commitment to delivering high-quality customer outcomes.

Location

• Croydon

Work Type

• Fixed Term
• Internal Secondment
• 36 hours per week

Salary/Compensations

• Grade 9 £42,060- £43,680 p.a.

Benefits

• fantastic benefits

About the Company

• The Council balances its books, listens to residents, and delivers good sustainable services.
• Get a grip on the finances and make the council financially sustainable.
• Become a council which listens to, respects and works in partnership with Croydon’s diverse communities and businesses.
• Strengthen collaboration and joint working with partner organisations and the voluntary, community and faith sectors.
• Ensure good governance is embedded and adopt best practice.
• Develop our workforce to deliver in a manner that respects the diversity of our communities.
• Croydon is a place of opportunity for business, earning and learning.
• Children and young people in Croydon have the chance to thrive, learn and fulfil their potential.
• Croydon is a cleaner, safer and healthier place, a borough we’re proud to call home.
• People can lead healthier and independent lives for longer.
• Croydon Council’s new ways of working.

Equal Opportunity

• Croydon Council is an inclusive employer and welcomes applications from all sections of the community.
• Subject to business needs, we will be pleased to consider applications from candidates seeking flexible working arrangements and support hybrid working, whereby staff attend the workplace for part of their working week and work from home, or elsewhere, remotely for the rest of the time.
• As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the advertised role.
• Croydon council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all staff to share this commitment.
• The Successful candidate will be subject to a DBS check, if the role requires one.