Complaints Freedom of Information & Governance Manager
Job reference: CT10443
You will manage an effective Corporate complaints process, ensuring investigations across the organisation are carried out in line with the agreed procedure. You will be responsible for ensuring the company achieves excellent performance in respect of complaints handling and will report to departmental management teams regularly, collating compliments received by the department.
To assist in the management of or supervise a team or service area providing customer services.
Assist in the management of, or supervise a defined team ensuring team members receive clear organisational direction and development and the work meets the required standards.
Contribute and participate in departmental projects to improve the quality and standard of service provision or manage smaller projects in your own specialist area.
Provide expert and sound advice to colleagues and customers, and keep up to date with developments both internal and external to ensure customers are well informed and that service delivery meets changing requirements.
Ensure that customer queries and complaints received by the team are resolved and major issues are reported as required using set procedures.
You will have a degree level qualification or equivalent e.g. NVQ 4 or significant relevant experience
You will have relevant practical experience and be able to demonstrate management or supervisory ability and success in a similar work environment, backed by evidence of appropriate specialist knowledge.
You will demonstrate thorough knowledge and understanding of the relevant regulations and codes of practice, which may include broader department awareness.
You will have experience of, and the ability to supervise, motivate and develop a team.
You will demonstrate knowledge of key relevant internal and external contacts
You will have proven high level communication, influencing and negotiating skills.
You will demonstrate detailed operational knowledge of I.T. systems relevant to your own area.
You may have financial experience or training sufficient to manage budgets.
You will have good analytical and problem solving skills.