Complaints and Feedback Officer

Kensington and Chelsea, London (Greater)
£32,301 - £35,949 per annum
26 Nov 2020
06 Dec 2020
Job role
Contract Type
Full time

About Us:

Our support services help the whole council work to the best of their ability. They include the Council's Operations department, Human Resources, IT, Financial Management, Corporate Property, Audit, Fraud, Risk and Insurance. We aim for excellence in these services as they will in turn benefit the community we serve.

The Role:

This is an exciting opportunity to join the Council’s Complaints Service within the Strategy and Development Department. It will involve recording, managing and responding to complaints across all Council services as well as providing support and guidance to individual teams to assist them in their investigation of complaints. In addition, the role will involve monitoring the completion of recommendations as well as analysing complaint data, highlighting trends and identifying service development opportunities which will need to be embedded to ensure continuous service improvement.

The Complaints and Feedback Officers will be responsible for ensuring complaints are investigated fairly, thoroughly and promptly and will provide independent advice to services to achieve this.

For more information about the role, please see the full Job Description

About You:

An enthusiastic and responsible Complaints and Feedback Officer who will work methodically in a fast paced and ever-changing environment. You will be a dynamic problem-solver, who builds effective relationships, uses initiative and is flexible and adaptable.

You will have well developed written skills in respect of explaining complex information in a clear and concise format.

You will have good IT and organisation skills, as well as a good eye for detail, the ability to multi-task, manage competing priorities and adapt easily to new situations. You must be able to deal with a wide range of stakeholders including senior officers in a polite and courteous way.

If you feel that this could be the role for you then please complete our online application form, giving examples of how your skills and experience meet the job requirements.

We offer excellent employment benefits including generous annual leave, a public sector pension scheme and opportunities for continuous professional development.   

Role Requirements:

  • You will record, track and analyse complaints.
  • You will investigate complaints thoroughly, using effective methods to gather and obtain information and will work with discretion when responding to complex or sensitive issues.
  • You will ensure Services follow complaint policies and processes when responding to complaints. 
  • You will co-ordinate responses for any Ombudsman enquiries and work collaboratively with Services to ensure responses are robust and well-balanced.
  • You will review complaint decisions and recommendations and track the completion of agreed actions.
  • You will offer service improvement initiatives to ensure that the Council learns from complaints and work in partnership with Services to embed changes.
  • You will work in accordance with the General Data Protection Regulation when processing and sharing information.
  • You will help to identify complaints which may present operational or reputational risk to the Council.
  • You will help to maintain the case management system and work with effectively with administrators to make system changes.
  • You will contribute proactively to the team’s work in delivering change and assisting with training across Council services.

We work in partnership with Hampshire County Council (HCC) who deliver many transactional services on our behalf. Although most communications will be from HCC, all selection and appointment decisions will be made by RBKC. Certain services are shared across more than one Council area to nearby neighbouring Authorities. This enhances delivery and reduces costs. Your recruitment information will advise if your remit extends beyond RBKC.

We will primarily contact candidates by e-mail throughout the recruitment process, please monitor your email junk / spam folder as our system generated emails may be allocated to these folders by your email settings.

We engage our staff with a variety of learning types including face-to-face and virtual learning because we want to ensure our staff understand our values and behaviours, grow their skills and develop their careers.

Additional information

RBKC is currently inclusively reviewing its pay, reward and benefits framework.

This post is covered by the Fluency Duty, as outlined in the Code of Practice on the English language requirements for public sector workers.

We are committed to promoting equality and respecting diversity and welcome applications from all sections of the community.

We are a Disability Confident Employer – committed to ensuring that our recruitment and selection process is inclusive and accessible.