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Description

We are looking for a Complaints Investigation Officer who will play a crucial role in developing and operating the department’s complaints procedures. Your work will ensure that complaints' outcomes form a basis for performance measurement and service development, making you an integral part of our team.

Responsibilities

Responsible for processing, monitoring and investigating all complaints registered under the department’s complaints procedures and dealing with political and other enquiries and referrals on behalf of social services.

Qualification – Essential

* GCSE Grade (or equivalent) in English Language and Mathematics.

* Degree and equivalent experience in a similar role

* Advanced –Microsoft Office, Word, Excel, Outlook, PowerPoint, and Social Media.

Qualifications, Knowledge & Experience Requirements - Criteria-to be Tested at Shortlisting.

* Experience in a similar role in the public, non–statutory or private sector.

* Experience in dealing with customer complaints, including verbal and written responses.

* Knowledge and understanding of the Local Government & Social Care Ombudsman framework and relevant legislation.

* The ability to effectively monitor and respond to Stage 1 complaints to meet targets.

* An understanding and knowledge of customer service and complaints management practices.

* The skills and ability to ensure that, wherever possible, issues are resolved the first time.

* Excellent communication skills, both oral and written, with high levels of sensitivity and judgment.

* Ability to work in a high-volume organisation and plan and monitor your workload to ensure that set targets and deadlines are met while maintaining high levels of accuracy.

* Ability to make sound, timely decisions and solve complex customer service problems.

* Ability to identify training needs and design and develop procedures, guidelines and workshops to improve learning and complaint handling.

* Knowledge, understanding, and commitment to the Equality policies, as well as the ability to lead in their implementation and act as an ambassador.

* Public sector, preferably experience in investigating complaints of adult social care needs.

Essential Compliance Requirements

* 5 Years References.

* This post is subject to a Disclosure and Barring Service (DBS) check.

* A pre-engagement screening is mandatory for this role. Please be prepared for this additional step in the application process.

Diamond Blaque Group- A leading public sector provider, is acting as an employment agency for this vacancy. Our organisation is deeply committed to fostering an environment of equal opportunity and diversity in the workplace