Statutory and Corporate Complaints Manager
We are seeking an experienced and motivated Corporate and Statutory Complaints Manager to join our team. You will act as the strategic lead for Corporate, Adult and Children’s Statutory and Ombudsman complaints. Responsible for ensuring that both Councils have effective, efficient and where possible harominised procedures in place that are in line with best practice and statutory requirements.
We are looking for someone who is enthusiastic about complaints and values how learning from them can be used to inform ongoing improvement of services.
In this role, you will be kept busy with an interesting range of work from promoting complaints policies and procedures across all 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 at all levels of seniority and members of the public. We have recently commissioned a new case management system that your input to its ongoing implementation and promotion will be critical.
You will have a sound knowledge of relevant legislation, have strong team management, leadership, 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.
In return, we can offer you working arrangements that will enhance your work-life balance. These include 36 hour working week with flexible working hours and a generous holiday allowance of 31 days plus bank holidays. 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 range of staff benefits such as performance related pay, membership of the local government contributory pension scheme, childcare vouchers, new technology scheme, interest-free loans on annual travel cards, discounts at many leisure activities, restaurants, shops and other establishments.
Indicative Recruitment Timeline
Closing Date: 11 October 2020
Shortlisting Date: W/C 12 October 2020
Please note that these dates are only indicative at this stage and could be subject to change.
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. Therefore, it is strongly advised that you complete and return your application as soon as possible to avoid disappointment.
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 pleased to be Disability Confident employer.
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