Complaint Resolution Manager

6 days left

Newport, Newport (Casnewydd)
Grade: 10 - £37,107 - £39,961 per annum
08 Jan 2019
28 Jan 2019
Contract Type
Full Time

Complaint Resolution Manager

Post Ref: NCC5250

Grade: 10 - £37,107 - £39,961 per annum

Closing Date:  28th January 2019

About Newport

Newport City Council: Improving people’s lives

Newport is a vibrant, new city with a bold vision to create a place where people choose to live, work and stay. Newport City Council's success can be attributed to our forward thinking, positive approach. It's what enables us to deliver high-quality services that are continuously improving.

City Services is responsible for the Council’s front line services including, customer service channels (digital, contact centre and face to face) and environmental operations such as waste, cleansing, highways, transport, parks and cemeteries.

About the job

As the Complaint Resolution Manager you will manage the co-ordination and resolution of all Social Care and Corporate complaints, ensuring that all Council services provide a customer sensitive and effective response that meets statutory and regulatory requirements.

You will provide consultancy, advice and guidance on complex complaints to colleagues; producing high quality, factual, concise information that is written in a clear and accessible manner and that seeks to deliver the best possible outcomes for Newport residents.

You will lead the Complaint Resolution team to meet conflicting priorities and deadlines, whilst achieving quality and performance standards and embedding the policies and procedures within the team’s remit across the day to day activities of the organisation.

You will report directly to the Service Manager for Customer Experience and will work closely with other managers across the City Services team, as part of the service area Wider Management Team.

About the person

You'll hold a relevant degree or diploma and have experience in providing complex services to the public. This post requires you to demonstrate effective communication and active listening skills; you must exhibit tact, empathy and diplomacy when dealing with people. You will be assertive and resilient, and demonstrate high levels of self-motivation.

You'll also have an ability to organise and prioritise a team to meet tight deadlines whilst maintaining attention to details. You will have excellent coaching abilities and be able to interpret and develop policy. You will be skilled at analysing multiple sources of information and making excellent decisions, and driving difficult situations towards a positive resolution.

You will have proven experience in effecting programmes of change in large organisations through indirect management and influence.

In return for your commitment we offer an open, friendly working environment with modern working practices and systems. Benefits include a generous annual leave entitlement, professional development, flexible and agile working and free on-site parking.

Our vision is to provide the most efficient and effective services in Wales and to enable this you will need to embrace change, technology and performance management.

We look forward to receiving your application if you meet the criteria and requirements of this role.

Additional information

We offer a wide range of Company benefits, including:

  • Local Government Pension Scheme
  • 37-hour week for all full-time staff with option to access flexitime arrangements
  • Generous holiday entitlement: a minimum 25 days a year (plus bank holidays), rising to 29 days after five years’ service and 32 after ten.
  • Access to a wide range of training and courses
  • Benefits: Vectis card, childcare vouchers, cycle purchase and car benefit schemes
  • Access to a Credit Union
  • On-site staff restaurant at Civic Centre
  • Discounts at council-owned leisure centres and swimming pools

Interviews will take place on 6th, 8th, 13th and 14th February 2019.

For details and to apply please visit our website.