Customer Relations Delivery Lead (Complaints Manager)

37 hours per week – Permanent

Salary Grade: (HAY10) £46,064 – £51,948

About Us

An exciting opportunity has arisen to lead our Customer Relations Team as the Customer Relations Delivery Lead.

You will be responsible for leading a small, dedicated team of Customer Relations Officers (CRO’s) and Business Improvement and Quality Assurance Officers to provide Warwickshire County Council’s customer complaints service.

About the Role

This is an excellent opportunity for an enthusiastic, skilled individual with management skills and experience who is passionate about making a difference to Warwickshire County Council customers by joining our dedicated team who coordinate complaints and undertake independent investigations and reviews. There will also be a need to manage contracts with external investigators, ensuring value for money alongside delivering a quality service.

You will develop close working relationships with our directorates, management teams and staff and play a vital role in the delivery of an efficient and effective customer focused complaints service by providing advice and guidance to services and CRO’s investigating customer complaints.

You will be required to have regular interaction with senior management including Corporate Board members, elected members, other local authorities, Ombudsman (LGSCO) and of course members of the public.

You will also be expected to lead on supporting the Council to meet statutory and regulatory requirements and respond to concerns and generating intelligence about complaints using qualitative and quantitative analysis to enable senior managers to identify potential trends, themes and causes of complaints, wherever possible.

You will be responsible for implementing and ensuring that the new Customer Feedback System is managed, and that information and data is kept up to date by liaising with directorates and services to ensure data quality standards are maintained.

The post holder will report to the Service Manager for Customer Contact and will be part of the Customer Contact service.

About you

• You will have significant experience in a public sector customer relations/complaints environment and working knowledge of the statutory requirements of Adult and Children's Social care complaints procedures.

• You will have had experience in operational management including managing a budget and leading a team, as well as allocating and monitoring caseloads

• You'll have the confidence to liaise with all areas and levels within the Council be an excellent communicator and be able to present information and data in an engaging and informative way.

• With excellent ICT skills, you'll also be able to manage and prioritise your workload to meet deadlines within a pressurised environment.

For the full Job Description and Person Specification please click the link here.

The Fluency Duty is outlined in the Code of Practice on the English language requirements for public sector workers. The Fluency Duty for this role is Required. You must be able to speak and provide advice in accurate spoken English to the public.

Why WCC?

Agile:

We’re not rigid in the way we work. We’re flexible and know there are many ways to do a job well. We understand that people work differently so we ensure that you can work and grow in a way that suits you. Agile working is just one of the many benefits we offer.

Benefits:

We know our employees want to do the best job possible, so we believe in properly rewarding you for your hard work and commitment:

• LGPS (Local Government Pension Scheme)
• Generous Holiday allowance
• Employee benefits scheme
• Health & Wellbeing support
• Enhanced Maternity & Paternity leave

Find out more about our benefits!

https://www.warwickshire.gov.uk/benefits

Opportunity:

At WCC, the breadth of roles here means you can shape your own career, whether that’s becoming the best at what you do, progressing with your strengths and ambition, or exploring interests in other areas within the Council, you’ll grow into who you want to be. Develop the career you want. Learn different skills. There is nothing stopping you from going a long way here and personally contributing to the county’s success.

Additional Information

For further information or an informal discussion about the role please contact Stephanie Gardner, Service Manager – Customer Contact. Email: stephaniegardner@warwickshire.gov.uk or ayubkhan@warwickshire.gov.uk

Closing Date: Wednesday, 15th March 2023

To apply for this vacancy please click on the 'Apply' button.

Our method of application is online, please note, CV’s should not been submitted unless asked to do so.

If you are unable to apply using the 'Apply' button please contact the Recruitment Centre on hrandpayroll@warwickshire.gov.uk including your contact details and any relevant screenshots.

You will be notified of our shortlisting decision via email, so please check your email on a regular basis after submitting your application.

As part of being a Disability Confident employer we guarantee to interview anyone with a disability whose application meets the minimum criteria for the post. By ‘minimum criteria’ we mean that you must provide us with evidence in your application form which demonstrates that you generally meet the level of competence required for each competence, as well as meeting any of the qualifications, skills or experience defined as essential in the person specification.

Should you require application forms in an alternative format / language or any adjustments to be made throughout the application process or upon appointment, please contact hrandpayroll@warwickshire.gov.uk and we will make every effort to meet your specific requirements.

Warwickshire County Council (WCC) is committed to equality of opportunity for all employees and is keen to address areas of under representation in its workforce, this is because we really understand the importance of different voices, experiences, perspectives, and backgrounds within our workforce. Therefore, we strongly encourage applications from members of underrepresented groups. WCC has a number of staff network groups which provide peer support and safe spaces for employees who hold these and other identities. See more.