Complaints Case Manager

What's involved with this role

Triumph Consultants are looking for a Complaints Case Manager to manage a personal caseload of escalated complaints and complaints resolution in an efficient and effective way. Contract is for 5 months in Bristol, BS1 5TR

Complaints Case Manager

Pay Rate

£20.66 per hour PAYE

Hours per week

37 Monday – Friday, normal working hours

Contract length

5 months

Location

Bristol, BS1 5TR

The team all work remotely, and attendance in the office would be based on need, currently the team attend around once a month.

Key requirements

Knowledge and experience of the principles and practice of customer care and complaints case management

Knowledge of public service statutory/non-statutory complaints systems and procedures and/or corporate complaints procedure and/or Local Government Ombudsman

Experience of providing advice and guidance sessions and running training for staff and managers.

Demonstrate successful management of a complex workload including effective prioritisation and meeting tight deadlines.

Key responsibilities

Manage a personal caseload of non-statutory escalated complaints, ombudsman enquiries and other related tasks, meeting deadlines and supporting complaints resolution in an efficient and effective way

Promote organisational learning, including service improvement recommendations resulting from the analysis of complaints.

Ensure that all complaints, comments, compliments are dealt with in the most effective, efficient and customer friendly way.

Ensure that all complex complaints, comments and compliments are assessed for risk, coordinated effectively and dealt with in a way that provides the most appropriate and timely response to all relevant parties.

Ensure that all parties involved in complaints and other enquiries are clear on the roles, responsibilities and actions needed to provide the best possible outcome for stakeholders (service users, families and carers including vulnerable and hard to reach groups, providers).

Support the Complaints Manager in ensuring that the information and intelligence that is obtained in this role is used to facilitate demonstrable service improvements in the practice of council staff.

Provide expert advice, guidance and support to other members of the team and service colleagues on complaint handling.

Reference

Bristol 5303862 Complaints Case Manager

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If you do not hear from us within three working days, unfortunately your application has not been shortlisted on this occasion. Thank you for your interest in working with us.

Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.

1

Job Ref

5303862

Anticipated Length of Assignment

Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

Please do try to resist contacting us with requests for progress updates.

We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.

Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs.

Important

We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary.