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|Post Title | Senior Complaints Officer (Complaints investigator) |

|Job Family |Customer and Community Engagement |

|Line Manager |Head of Legal & Compliance |

|Location |Aylesbury |

|Job Purpose |

|To investigate and respond to Stage 2 complaints received by the Council, including producing responses and dealing with Members, senior council officers |

|and the Local Government and Social Care Ombudsman. |

|Job Context (key outputs of team / role to provide some specific examples of role profile accountabilities) |

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|To provide formal responses to Stage 2 complaints including FOI reviews to ensure that the Council meets its obligations in complaint management. This |

|includes complaints escalated from Stage 1, complaints referred for immediate action by the Chief Executive and Monitoring Officer and complaints referred|

|by the Local Government and Social Care Ombudsman (LGSCO). |

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|To contribute to the Statutory Officer’s report in line with the council’s constitution. |

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|To proactively identify areas of potential concern and recommend options / solutions |

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|Liaise with officers across the Council, Members, MP’s and 3rd party organisations in order to give timely accurate responses in line with the Council’s |

|corporate standards and statutory obligations. |

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|Provide expert advice and guidance to colleagues, customers and stakeholders. Manage escalated or complex customer issues within the specialist area. |

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|Maintain information systems which support the service area. Support the development of these systems. |

|To identify, recommend and deliver appropriate training to support service area staff at all levels on the processes and methodology of dealing with |

|complaints across all of the Council’s procedures. |

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|Knowledge, Skills and Experience |

|Role Profile requirements. |Job specific examples. |Essential |Desirable |

| |(if left blank refer to left hand column) | | |

|Relevant experience within the field of a complex | |E | |

|complaints service or related professional area with | | | |

|evidence of appropriate specialist knowledge. | | | |

|Expert knowledge and understanding of the systems, policy,| |E | |

|practices, procedures, legislation and emerging | | | |

|developments within the scope of the specialist area. | | | |

|Excellent communication skills and the confidence to |Able to deal with change and be flexible in approach. |E | |

|liaise with service users, staff and managers at all | | | |

|levels across the Council | | | |

|Ability to work sensitively with people who are distressed|The ability to deal with difficult and challenging |E | |

|and/or angry |situations. | | |

|Proven ability to manage and prioritise a case/work load, |The ability to produce accurate correspondence responding to |E | |

|meet deadlines and work in a pressurised environment |complex complaints and produce reports. | | |

|Proven ability to build relationships and engage |To produce accurate correspondence with complainants to |E | |

|successfully with stakeholder community including |deadlines based on information from stakeholders in order to| | |

|complainants. |resolve complex complaints | | |

|Good knowledge of other areas of the authority relevant to| |E | |

|the Stage 2 complaints service and awareness of LGSCO | | | |

|decisions and guidance | | | |

|Excellent customer service skills, with experience of | |E | |

|resolving escalated customer enquires in the field of | | | |

|complex complaints or related area | | | |

|Good ICT skills - including use of Microsoft applications |The ability to report all complaints and progress on the |E | |

|and specialist systems. |Council’s specialist system and to suggest system | | |

| |improvements. | | |

|A basic understanding of both Adults and Children social | | |D |

|care | | | |

|Experience of devising and delivering relevant training to| | |D |

|support the development of service staff throughout the | | | |

|council in the area of complaints and customer care. | | | |

|Qualifications |

|Role Profile requirements. |Job specific examples. |Essential |Desirable |

| |(if left blank refer to left hand column) | | |

|Educated to degree standard or equivalent. | | |D |

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|Other Requirements |

|The job involves travel for business purposes: Rarely |

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|Decision Making Accountability |

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|Budgets: |

|Is the role directly responsible for managing a budget? (please specify size and type of budget) |

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|NO |

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|Is the role responsible for monitoring a budget (monitoring of a delegated budget under management direction)? (please specify size and type of budget) |

|NO |

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|Planning and Decisions: |

|What sort of deadlines does this person work to? Specify short, medium, long term |

|SHORT AND LONG TERM |

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|Is this post responsible for forward planning? Specify to what extent e.g. 6 months or 3-5 year planning  |

|NO |

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|Approximately how many posts are under the role’s reporting line? (including those that are managed directly and indirectly) |

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|NONE |

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|Which key stakeholders does the post holder have to work with to be successful in their role? |

|CHIEF EXECUTIVE, MONITORING OFFICER AND SERVICE DIRECTORS |

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|What are the top 3 key decisions the post holder would be responsible for? |

|ANALYSING STAGE 2 COMPLAINTS |

|RESPONDING TO STAGE 2 COMPLAINTS |

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|What decisions are referred to the line manager? |

|ALL OTHER DECISIONS ARE REFERRED TO THE LINE MANAGER |

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|Contacts: |

|With whom does this post have regular work contact? |

|SENIOR OFFICERS WITHIN TEE, TfB AND OTHER SERVICES |

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|For what reason? # delete as applicable and supply more information |

|Receiving or giving information? YES |

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|Giving professional advice? YES |

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|Negotiation? Y/N If Yes please give an example: |

|YES – WITH THE LGSCO AND BCC OFFICERS |

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|Where this is an existing post, please identify the changes to the post since it was last evaluated: |

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|N/A |

|The job involves travel for business purposes: RARELY |

|Where possible please quantify the approximate volume of travel (see guidelines for examples). |

|Organisation Structure (Please attach if available) |

|Please find attached |

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