The post-holder will play a vital role across the Children, Young People and Education Directorate by providing a key point of contact for complainants and customers, and stakeholders.
They will review all complaints and enquiries for the Directorate ensuring these are logged and allocated for a timely response, progress-casing as required to ensure the council and the directorate meet statutory and corporate standards.
The post holder will co-ordinate all freedom of information requests and compliments. They will provide guidance, advice and support for staff in resolving complaints at the earliest opportunity and be responsible for responding to FOI requests where information is already available within the public domain.
As a member of the Complaints and Feedback Team the post holder will continually review the systems in place to improve the efficiency of the service and ensure that the experience of service users is at the heart of delivery
Benefits of Working With Us
A pension scheme with an average employer contribution of 20%
31 days’ annual leave in addition to Bank Holidays
Accredited Systemic Practice training
A range of CPD opportunities to support your development
Investment into your staff well-being
Good management support for practitioners, regular supervision, and access to a clinical therapist to support your work
Why Join Us
Our teams consist of experienced professionals at various levels
The team arrange regular meetings to ensure all colleagues have the support required to fulfil their duties, they will use this time to problem solve complex cases
The ethos at Croydon is very much about working together to make positive change
You will join an established team who can help you settle in and offer their expertise
You will have the support of an extremely knowledgeable and understanding manager
Will have the opportunity to work from home and work flexibly which provides you with more of a work-life balance.
The suitable applicant will have the following;
Complaint handling experience (or the ability to clearly demonstrate transferable skills)
Experience of working closely with different levels of staff up to an including chief executive level, gaining credibility across all levels
Some understanding of any legislative framework and government guidelines for handling complaints relating to areas such as benefits
Working knowledge of best practice in handling complaints and customer feedback
Up-to-date knowledge of service improvement in other local authorities and changes in legislation that affect key services
Ability to manage and deliver a range of complex projects, tasks and activities
Practical problem solver, with a focus on efficiency, value for money and the effective management of conflicting priorities
Ability to demonstrate resilience when facing contradicting priorities or demanding workloads
Good facilitation skills
Able to process and analyse a broad range of data quickly and effectively
Full time 36 hours per week
Recruitment and Selection Timeline
Closing date for applications is 23:59 on 17th July 2022
Shortlisting will take place WC 18th July 2022
Interviews will take place WC 25th July 2022
Equal Opportunities and Safeguarding Statement
Croydon Council is an inclusive employer and welcomes applications from all sections of the community. Subject to business needs, we will be pleased to consider applications from candidates seeking flexible working arrangements and support hybrid working, whereby staff attend the workplace for part of their working week and work from home, or elsewhere, remotely for the rest of the time.
As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the advertised role.
Croydon council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all staff to share this commitment. The Successful candidate will be subject to a enhanced DBS check.