This role will deliver case management of complaints and escalated enquiries in line with corporate and statutory complaints processes, working with all ECC services to ensure effective complaint investigation, response and recovery. The role will collaborate with services and partners across ECC to investigate and respond to a wide range of complaints to ensure efficient and effective service recovery.

Working with a variety of stakeholders, the post will need to demonstrate consistency of practice when handling complaints. The role will champion the customer experience and identify the root causes of ECC complaints whilst ensuring compliance with internal and external requirements. The postholder will require accuracy, rigour and political awareness.

The role will identify and share customer learning to improve the customer experience and embrace the Six Pillars of Customer Experience.

Accountabilities

• Undertakes a broad range of activities to ensure ECC remains compliant in relation to complaint management and delivering high standard of responses to escalated executive enquiries, corporate and statutory complaints.
• Take ownership and responsibility for complaint case management including undertaking researching and responding to a wide range of complaints and executive enquiries, ensuring a high quality, timely response is issued to the customers
• Prepare and quality assure complaint responses for Senior Leaders and Chief Executive to sign off.
• Effective case management recording to ensure data integrity to enable monitoring of volume, nature, outcomes and timeliness of all cases, and feed into the corporate and statutory monitoring processes.
• Undertake Local Government and Social Care Ombudsman case and complaint reviews in line with corporate and statutory processes. Identify learning opportunities to Manager improve the customer experience, processes and reduce handoffs.
• Assess and determine the eligibility of representations and requests under the relevant procedures for stages 1 and 2 of complaints falling under the Children Act.
• Collaborate with wider business, stakeholders and third party agencies to ensure the provision of relevant, effective and timely information in relation to regulatory and statutory cases.
• Provide advice to senior management in the preparation of responses to customers/service users and guidance on the corporate and statutory complaints processes.
• Supports the Statutory and Regulatory Team to ensure the successful delivery of monthly and annual targets and the implementation of projects to enhance the customer experience.
• Specific individual and shared targets and objectives are defined annually within the performance management framework.

Interviews to take place week commencing 2nd November 2020

• Educated to A level standard including in English and Maths at Grade 'C' or above or equivalent by experience.
• Evidence of continuing professional development and experience in a regulated environment and Local Government experience is highly desirable.
• Good experience of working within a customer resolution environment, particularly working within sensitive information with the ability to be tactful and diplomatic.
• Excellent communication skills both oral and written communications to understand and resolve complaints demonstrating empathy and an understanding of the customer.
• Good organisational skills and an ability to work to tight deadlines, prioritise own work, use own initiative and be self-motivating.
• Excellent interpersonal and organisational skills, with the ability to work to tight statutory deadlines and targets under pressure, prioritising own and team's workload.
• A good understanding of the principles of safeguarding, consent to share information and GDPR.
• Excellent ICT skills, with good working knowledge of Microsoft applications (Word and Excel) is essential.