Customer Feedback Manager
Customer Service

                                                                                                                           

Job ref: RO-46658                                       

Location:  Number One Riverside, Smith Street, Rochdale                             

Salary: £33,782 - £39,880

Grade: 8                             

Working Hours:  37        

Contract Type:  Permanent                        

Closing Date:     31 May 2021

Interview Date: tbc

 

Are you enthusiastic about complaints and value how learning from them can be used to inform the ongoing improvement of services? We are seeking a permanent, experienced and motivated Complaints Manager to guide and support our staff to provide excellent customer service and complaints responses to all our customers.

You’ll have excellent written and verbal communications skills, a core customer service ethos and an understanding of social care complaints - as well as being supportive, resilient and approachable.  This role is the designated Complaints Manager for Children’s Social Care complaints in accordance with The Children Act 1989 Representation Procedure (England) Regulations 2006.

You will take lead responsibility for ensuring that all feedback and complaints for the Council are responded to speedily, professionally and in line with legislative requirements and drive a culture of best practice and consistency across the Council using a variety of approaches including case specific advice and the delivery of training and guidance for Council staff.

This is a hands on role where you will lead by example putting the customer at the heart of all approaches and services; maintaining compliant standards which will enhance the Customer experience.  You will conduct fair and independent investigations when managing an appeal on a complaint outcome.

You will produce and present reports to a number of stakeholders throughout the year including Council Committees, Councillors and Directorates. 

The post is based in the Information Governance and Customer Feedback Team dealing with both customer feedback and complaints and information governance for the Council.

Casual User Car Allowance is payable.

 

Please click on the links below:

•             Job description and person specification

•             Privacy Notice

•             Support for Armed Forces

 

The Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects staff to share this commitment.

 

Rochdale Borough Council is a great place to work. Please click here for information on Number One Riverside and the borough of Rochdale.

 

At Rochdale Borough Council we are committed to our Values and Behaviours.

·         Proud of the difference we make

·         Passionate about the diversities of the Borough

·         Pioneering and Open in our Approach

 

This organisation has signed up to the Greater Manchester Continuous Service Commitment.  This means we will recognise your continuous or ‘unbroken’ service in any Greater Manchester local authority or NHS organisation, Transport for Greater Manchester, Greater Manchester Fire and Rescue Service or Greater Manchester Combined Authority; giving you access to our service-related benefits.

 

Graduated Mandatory Unpaid Leave is applicable for this post, there will be a pay deduction from salary each month equating to 4 days per year.  This will be pro rata for part time/part year employees.

 

 

Location
Number One Riverside
Vacancy Description
 
                                                                                                                           

Job ref: RO-46658                                       

Location:  Number One Riverside, Smith Street, Rochdale                             

Salary: £33,782 - £39,880

Grade: 8                             

Working Hours:  37        

Contract Type:  Permanent                        

Closing Date:     31 May 2021

Interview Date: tbc

 

Are you enthusiastic about complaints and value how learning from them can be used to inform the ongoing improvement of services? We are seeking a permanent, experienced and motivated Complaints Manager to guide and support our staff to provide excellent customer service and complaints responses to all our customers.

You’ll have excellent written and verbal communications skills, a core customer service ethos and an understanding of social care complaints - as well as being supportive, resilient and approachable.  This role is the designated Complaints Manager for Children’s Social Care complaints in accordance with The Children Act 1989 Representation Procedure (England) Regulations 2006.

You will take lead responsibility for ensuring that all feedback and complaints for the Council are responded to speedily, professionally and in line with legislative requirements and drive a culture of best practice and consistency across the Council using a variety of approaches including case specific advice and the delivery of training and guidance for Council staff.

This is a hands on role where you will lead by example putting the customer at the heart of all approaches and services; maintaining compliant standards which will enhance the Customer experience.  You will conduct fair and independent investigations when managing an appeal on a complaint outcome.

You will produce and present reports to a number of stakeholders throughout the year including Council Committees, Councillors and Directorates. 

The post is based in the Information Governance and Customer Feedback Team dealing with both customer feedback and complaints and information governance for the Council.

Casual User Car Allowance is payable.

 

Please click on the links below:

•             Job description and person specification

•             Privacy Notice

•             Support for Armed Forces

 

The Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects staff to share this commitment.

 

Rochdale Borough Council is a great place to work. Please click here for information on Number One Riverside and the borough of Rochdale.

 

At Rochdale Borough Council we are committed to our Values and Behaviours.

·         Proud of the difference we make

·         Passionate about the diversities of the Borough

·         Pioneering and Open in our Approach

 

This organisation has signed up to the Greater Manchester Continuous Service Commitment.  This means we will recognise your continuous or ‘unbroken’ service in any Greater Manchester local authority or NHS organisation, Transport for Greater Manchester, Greater Manchester Fire and Rescue Service or Greater Manchester Combined Authority; giving you access to our service-related benefits.

 

Graduated Mandatory Unpaid Leave is applicable for this post, there will be a pay deduction from salary each month equating to 4 days per year.  This will be pro rata for part time/part year employees.