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Adults and Children's Complaints Manager

The Role

We are seeking an experienced and motivated Adult and Children’s Complaints Manager to join our team. You will lead the day-to-day operation and management of Adult and Children’s complaints procedures and ensure that the Councils have an effective and efficient procedure in place that is compliance with statutory requirements.

In this role, you will be kept busy with an interesting range of work from promoting complaints policies and procedures across the Adults and Childrens Directorates, ensuring information is readily available and meets staff needs whilst encouraging compliance, and ensuring advice and training is provided as required. You will be comfortable liaising and corresponding with Officers and Councillors and all levels of seniority and members of the public.

You will have a sound knowledge of relevant legislation, have strong communication and presentation skills and the ability to manage and prioritise high workloads and meet strict deadlines. Starting salaries will be based on what knowledge, skills and experience you can bring with you.

We are positive and ambitious – When you join us, you’ll apply the same approach.

There has never been a more challenging – or rewarding – time to work for Richmond and Wandsworth. 

We recognise the importance of a good balance between work and home life so we do everything we can to accommodate flexible working including, working from home, compressed or part-time hours, job shares and other arrangements. Please just let us know in your application or at any stage throughout the process (and beyond) if these are options you’d like to explore. We also offer a generous holiday allowance of 39 paid days (pro rata) including bank holidays and a wide range of learning and development opportunities. The current Covid-19 pandemic means the majority of our staff are working from home, both Councils are supportive of adoptive a flexible approach to such working patterns going forward.

In addition, we offer a comprehensive range of staff benefits such as membership of the Local Government pension scheme, childcare vouchers, new technology scheme, interest-free loans on annual travel cards, discounts with many leisure activities, restaurants, shops and other establishments.

Indicative Recruitment Timeline:

Closing Date: Sunday 21st February 2021

Shortlisting Date: w/c Monday 22nd February 2021

Interview Date: w/c Monday 8th March 2021

Useful Information:

The closing date is given as a guide. We reserve the right to close this vacancy once a sufficient number of applications has been received. We strongly advise you to complete your application as soon as possible to avoid disappointment.

Please note that the advertised dates for interviews may change due to the current Covid-19 situation. If they do, we will let you know as soon as possible.

Your health and wellbeing is our top priority. Should you become unwell due to Covid-19 during the recruitment process we would very much appreciate receiving an update from you as soon as possible.

We particularly welcome applications from sections of the community who are currently underrepresented within our teams, which include Males.

Richmond and Wandsworth Councils are committed to making our recruitment practices as inclusive as possible for everyone. We are committed to promoting equality and diversity and developing a culture that values differences, recognising that employees from a variety of backgrounds bring important and positive contributions to the Councils and can improve the way we deliver services. We are proud to be a Disability Confident employer.

Important Information:

Richmond and Wandsworth Councils are committed to safeguarding and promoting the welfare of children and young people/vulnerable adults and expects all staff and volunteers to share this commitment.

Richmond and Wandsworth Councils

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