Project Officer - Southwark council
- Recruiter
- Anonymous
- Location
- London
- Salary
- 18.00 - 20.00 GBP Hourly
- Posted
- 26 Mar 2019
- Closes
- 23 Apr 2019
- Sectors
- Engineering, Defence
- Contract Type
- Contract
- Hours
- Full Time
Job Summary
* To investigate and respond to complaints made at Stage 2 of the Council's Corporate Complaints procedure and enquiries from the Local Government Ombudsman and Housing Ombudsman.
* To deputise for the Investigations Manager as required
* Act as lead officer to departments on the management of complaint investigations and work with other departments to reduce complaint escalations
* To participate in building effective ongoing relationships with all internal service managers across the Council that promote continued improvement, service development and supports the Council's efficiency agenda
* To ensure that compensation awards are considered and paid in appropriate cases, doing so early in the complaints procedure to minimise costs to the Council.
* To strive to achieve an excellent dispute resolution service.
* Monitor the implementation of decisions and recommendations arising from complaint investigations and Ombudsman enquiries.
* Deliver training as required to appropriate staff across the Council.
* Develop training packages and procedures in relation to complaint handling, good customer service and the compensation policy.
* To learn lessons from complaints and, in conjunction with the Customer Resolution Management Team, implement changes that result in improved service delivery across the Council and to work with senior managers to ensure that these changes are implemented.
Special Conditions of Employment
Occasional weekend and evening weekend is required.
Person Specification
The person specification describes the essential criteria (minimum requirements) that a candidate must demonstrate for appointment. The desirable criteria are used to help us select between candidates. The criteria initially tested at short listing stages may be given further consideration at later stages of recruitment.
Use the application form to describe how you meet the criteria outlined below. You should explain and provide examples to outline how your experience, knowledge and skills transfer to the challenges of this post. Do not use more than 4000 characters for any of these sections (knowledge, experience or skills) and please do not feel that you need to reach this limit.
Knowledge
1. Comprehensive knowledge and understanding of complaints processes E SI
2. Understanding of mechanisms for dispute resolution and systems of redress within the local government setting E SI
Experience
1. Relevant work experience at level similar to Investigator role E SI
1. Experience of communicating effectively with customers and at all levels of the organisation E SI
Skills
1. Ability to work under pressure and prioritise own workload E SIT
1. Ability to influence, negotiate and communicate effectively with a wide range of people at all levels in the authority and external organisations E SIT
* To investigate and respond to complaints made at Stage 2 of the Council's Corporate Complaints procedure and enquiries from the Local Government Ombudsman and Housing Ombudsman.
* To deputise for the Investigations Manager as required
* Act as lead officer to departments on the management of complaint investigations and work with other departments to reduce complaint escalations
* To participate in building effective ongoing relationships with all internal service managers across the Council that promote continued improvement, service development and supports the Council's efficiency agenda
* To ensure that compensation awards are considered and paid in appropriate cases, doing so early in the complaints procedure to minimise costs to the Council.
* To strive to achieve an excellent dispute resolution service.
* Monitor the implementation of decisions and recommendations arising from complaint investigations and Ombudsman enquiries.
* Deliver training as required to appropriate staff across the Council.
* Develop training packages and procedures in relation to complaint handling, good customer service and the compensation policy.
* To learn lessons from complaints and, in conjunction with the Customer Resolution Management Team, implement changes that result in improved service delivery across the Council and to work with senior managers to ensure that these changes are implemented.
Special Conditions of Employment
Occasional weekend and evening weekend is required.
Person Specification
The person specification describes the essential criteria (minimum requirements) that a candidate must demonstrate for appointment. The desirable criteria are used to help us select between candidates. The criteria initially tested at short listing stages may be given further consideration at later stages of recruitment.
Use the application form to describe how you meet the criteria outlined below. You should explain and provide examples to outline how your experience, knowledge and skills transfer to the challenges of this post. Do not use more than 4000 characters for any of these sections (knowledge, experience or skills) and please do not feel that you need to reach this limit.
Knowledge
1. Comprehensive knowledge and understanding of complaints processes E SI
2. Understanding of mechanisms for dispute resolution and systems of redress within the local government setting E SI
Experience
1. Relevant work experience at level similar to Investigator role E SI
1. Experience of communicating effectively with customers and at all levels of the organisation E SI
Skills
1. Ability to work under pressure and prioritise own workload E SIT
1. Ability to influence, negotiate and communicate effectively with a wide range of people at all levels in the authority and external organisations E SIT