Executive Officer - Corporate Complaints Service

Executive Officer - Corporate Complaints Service (Job Reference: )Primary Location :
Antrim-Belfast-Belfast Office Other Locations :

Derry/Londonderry-Derry/Londonderry, Down-Dundonald-Dundonald Office, Antrim-Antrim-Antrim Board Centre, Armagh-Armagh-Armagh Office, Antrim-Ballymena-Ballee Centre, Tyrone-Omagh-Omagh Office Contract Type :
Fixed-Term (May be subject to extension or reduced for any valid reason)
Duration of Contract/Contract End Date : 31st March 2027

Status :
Full-Time Hours per Week : 36 hours per week Working Pattern :
Monday - Friday Grade/Scale :
Executive Officer | NJC pt 17- 20 | £31,022 - £32,597 per annum

Additional Allowance(s) :
Not Applicable Anticipated Interview Date(s) : TBCAdditional Information:
Base location to be agreed on appointment. Suitable applicants who are not appointed to this immediate vacancy will be placed on a reserve list which will remain valid for one year and may be offered similar fixed-term appointments at the discretion of the EA during that period.

JOB DESCRIPTION RESPONSIBLE TO:
Assistant Complaints Management Officer

JOB PURPOSE The post-holder is responsible for supporting the Corporate Complaints team in the delivery of a professional Corporate Complaints Service for the Authority in line with guidance from the Office of the Northern Ireland Public Services Ombudsman (NIPSO) and best practice standards.

MAIN DUTIES AND RESPONSIBILITIES Main Activity Areas:

Supervision of Staff and Service Delivery Specialist Advice & Support Corporate Complaints System / Administration Staff Supervision and Service Delivery Supervise the work of staff to ensure effective service delivery in Corporate Complaints Service Plan, organise and prioritise work to ensure timely completion of tasks and deadlines met.

Allocate work, check quality and quantity of work and monitor performance.

Train or ensure the effective training of staff in the procedures, processes and information systems required for effective administration for the Corporate Complaints Service.

Specialist Advice & Support Support the delivery of a professional Corporate Complaints Service for the Authority in line with guidance from the Office of the Northern Ireland Public Services Ombudsman (NIPSO) and best practice standards.

Assist with the handling of complaints in line with EA policy, advice and guidance.

Provide advice and guidance to support EA staff and line managers on a range of complaint issues including interpretation of EA’s Complaints Handling Procedures.

Responsible for maintaining a central case management system for recording all activity associated with the handling of complaints.

Responsible for maintaining a central electronic filing system for records associated with the handling of complaints.

Contribute to review of administrative systems and procedures to ensure records are accurate and comprehensive and to improve service delivery.

Attending the delivery of complaints training in a supportive and developmental capacity.

Participate in ad hoc projects to include collating and analysing information to assist and support the work of senior managers.

Receive, screen and direct all telephones calls.

Support with the review and improvement of complaints management practices within EA.Provide administrative, clerical and secretarial support as part of the Corporate Complaints team with regard to all Complaint Service work.

Diary management including organising and prioritising diary commitments.

Typing, compiling and issuing emails, letters, acknowledgements and circulating documents on behalf of the Corporate Complaints Service.

Corporate Complaints System / Administration Responsible for the production of standard and non-standard computerised reports and the provision and presentation of complaints information to support management decision making.

Responsible for preparing reports to enable a response to complaints, FOI requests and other correspondence cases within set deadlines. Assist with maintaining computerised information systems to facilitate e.g. complaints responses.

Process all complaints data and information on Complaints systems.

Administration associated with complaints and…