Complaints Officer​/Regulatory and Compliance Officer, Chelmsford

Complaints Officer / Regulatory and Compliance Officer

Permanent, Full Time

£26,635.00 to £31,335.00 per annum

Location:

Chelmsford

The Role:

This role will deliver case management of complaints and escalated enquiries in line with corporate and statutory complaints processes, working with all ECC services to ensure effective complaint investigation, response and recovery.

The role will collaborate with services and partners across ECC to investigate and respond to a wide range of complaints to ensure efficient and effective service recovery.

Working with a variety of stakeholders, the post will need to demonstrate consistency of practice when handling complaints.

The role will champion the customer experience and identify the root causes of ECC complaints whilst ensuring compliance with internal and external requirements. The postholder will require accuracy, rigour and political awareness.

Service/Functional Accountabilities

• Undertakes a broad range of activities to ensure ECC remains compliant in relation to complaint management and delivering high standard of responses to escalated executive enquiries, corporate and statutory complaints.

• Take ownership and responsibility for complaint case management including undertaking researching and responding to a wide range of complaints and executive enquiries, ensuring a high quality, timely response is issued to the customers

• Prepare and quality assure complaint responses for Senior Leaders and Chief Executive to sign off.

• Effective case management and workflow of complaints and enquiries in a timely and accurate manner.

• Deliver customer responses/recommendations and solutions that demonstrate a high level of empathy and accuracy.

• Work with services to ensure they are providing evidence-based responses and meeting set time frames

• Undertake Local Government and Social Care Ombudsman case and complaint reviews in line with corporate and statutory processes.

• Identify learning opportunities to Manager improve the customer experience, processes and reduce handoffs.

• Assess and determine the eligibility of representations and requests under the relevant procedures for stages 1 and 2 of complaints falling under the Children Act.

• Collaborate with wider business, stakeholders and third party agencies to ensure the provision of relevant, effective and timely information in relation to regulatory and statutory cases.

• Provide advice to senior management in the preparation of responses to customers/service users and guidance on the corporate and statutory complaints processes.

• Supports the Statutory and Regulatory Team to ensure the successful delivery of monthly and annual targets and the implementation of projects to enhance the customer experience.

• Specific individual and shared targets and objectives are defined annually within the performance management framework.

Skills, Knowledge and Experience

• Minimum GSCE C or grade 5 in Mathematics and English required.

• Demonstrates strong fact-finding skills and can work to deadlines.

• Good computer literacy and comfortable using a range of modern technology to ensure quality and correctness

• Good experience of working within a customer resolution environment, particularly working within sensitive information with the ability to be tactful and diplomatic.