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Use seminars, meetings, and other events, etc., to assist in raising the profile and understanding of the Complaints service and processes within the Council, working with elected Members and appropriate council officers to achieve this. Drive and ensure corporate compliance with regulatory / legal requirements and Council policy and procedures, where necessary chase-up and escalate to senior managers.
1.
Act professionally, providing expert, helpful and timely advice / guidance to the public, elected Members and council officers on complex Complaints matters provide training material, briefings, and updates on the intranet to ensure compliance and to minimise the risks of complaints or appeals.
2.
Assist the Complaints Manager to ensure that the complaints processes are up to date and fit for purpose, and that they are readily available and accessible to the public, and clearly sign-posted on the Council's website, and can also be obtained in hard copy.
3.
Assist in updating, and contribute to, continual improvement of complaints processes, corporate focus and corporate performance. Identify key performance indicators / areas for improvement, promote best practice and awareness of the legislative framework within which the council operates.
4.
Assist in bench-marking the Complaints service with other Local Authorities (LAs) and the best-in-class of business practice help to ensure effective dissemination of such best practice across the organisation - including learning from engaging with Ombudsmen, customer feedback, relevant case law, and investigation/decision outcomes, etc.
5.
Consult with elected members council officers, the Local Government & Social Care Ombudsman (LGSCO), the Housing Ombudsman (HO) and other relevant 3rd parties, ensuring complaints are managed properly to achieve the best outcome for London Borough of Tower Hamlets (LBTH).
6.
As appropriate, log/process calls and activities related to complaints promptly ensure the creation of accurate records that clearly identify responsible departments and assist in ensuring that the team maintains accurate information and records on the relevant systems in a manner that sustains high quality of data and data security.

To apply reach out to me on :

02030471496

Eden Brown Synergy is an equal opportunities employer.

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