Corporate Feedback and Complaints Officer (0.6)
Organisation: Social Work England
Job title: Corporate Feedback and Complaints Officer (0.6)
Salary: £31,364 per year, rising to £33,605 per year pro-rata after successful completion of a 6-month probationary period.
Job type: Fixed Term
Working pattern: This is a part-time role, working 22.2 hours per week across 3 days. Days flexible, to be agreed with the successful candidate.
Location: Sheffield/hybrid remote.
Benefits: flexible working, contributory pension, life insurance and upcoming benefits portal.
Application deadline: 28/07/2024
Interview date: 8 August 2024
Job description
The Role
Social Work England are the specialist regulator for social work in England, focused on enabling positive change in social work. Every day, social workers support millions of people to improve their chances in life. We are taking a new approach to regulating social workers in their vital roles. We believe in the power of collaboration and share a common goal with those we regulate – to protect the public, enable positive change and ultimately improve people’s lives.
The internal quality assurance and customer experience team sits within our people and business support directorate. The team has a varied and rewarding remit which includes developing and implementing quality standards and frameworks; providing assurance that departments (in particular our regulatory functions) are operating effectively in line with our overarching statutory purpose to protect the public and identifying and promoting improvements in those areas; managing the relationship with our oversight body, the Professional Standards Authority, and leading our feedback and complaints processes.
The role of corporate feedback and complaints officer is an exciting operational position which supports our culture of continuous improvement. You will support the delivery of our corporate feedback and complaints processes and under the supervision of the corporate feedback and complaints manager, investigate and respond to complaints.
What you will do
- Provide high quality customer service for stakeholders, including members of the public, who wish to make complaint/provide feedback. Ensure that individuals are treated with dignity and respect, manage expectations in relation to policy and procedure and seek early resolution of issues.
- Assist stakeholders who may need additional support or reasonable adjustments to make a complaint or provide feedback, including those who are vulnerable or facing difficult circumstances.
- Coordinate corporate feedback and complaints, including allocating these to appropriate colleagues to investigate. Quality assure the investigation and responses provided, providing constructive challenge where necessary and ensuring timescales are adhered to.
- Monitor and ensure the implementation of agreed actions and improvements arising from considerations, liaising with the relevant stakeholders.
- Manage a personal caseload of complaints, ensuring that matters raised are investigated appropriately. Make robust decisions and draft high-quality responses in line with agreed timescales, and ensure that any opportunities for improvement are identified and agreed with the relevant stakeholders.
- Provide support and advice to colleagues across the organisation on our corporate approach to feedback and complaints. Deputising for the corporate feedback and complaints manager in matters relating to feedback and complaints as required.
- Working with corporate feedback and complaints manager, share best practice on management and of feedback and complaints across the organisation through the most effective and appropriate means.
- Support the development of, and maintain, appropriate record management systems and documentation in respect of corporate feedback and complaint activities for internal and external audit purposes.
- Support and assist the corporate feedback and complaints manager in overseeing the effective development and implementation of feedback and complaints procedures across the organisation.
- Be proactive in the development and implementation of corporate policies to improve customer satisfaction.
- Support the completion of the data protection impact assessment process and equality impact assessment of all policies and procedures associated with the work of the internal quality and improvement team.
Your skills, knowledge and experience
- Experience of responding to a diverse range of stakeholders, including vulnerable people, in a sensitive and understanding manner that demonstrates empathy; communicating across different channels including email and telephone.
- Experience of complaint handling processes and proven ability to resolve complaints.
- Resilient with the ability to remain calm under pressure.
- Excellent written and oral communication skills including the ability to draft clear and comprehensive reports and correspondence for a range of stakeholders at all levels, often addressing difficult and/or contentious issues.
- A high level of accuracy and attention to detail.
- Knowledge of regulatory or investigatory processes is desirable.
- Excellent organisation and time management skills with experience of managing competing priorities to meet specific deadlines, whilst maintaining a high degree of accuracy and attention to detail.
- A demonstrable commitment to inclusion and diversity in service delivery.
Details
Application
During the application process, you'll be asked to provide answers to three questions from the job description. These answers will be what your application is scored on, please answer in as much detail as possible using examples where necessary.
Link to job on member website
Phone number: 01147005034
Email: recruitment@socialworkengland.org.uk
How to apply: Please apply directly via our website - https://jobs.socialworkengland.org.uk/vacancy/corporate-feedback-and-complaints-officer-06-563929.html