Resolution Officer

Salary: £21.3 per hour

Resolution Officer
The £21.3 per hour PAYE / £21.81 per hour Umbrella PAYE
Overall Purpose of Job
To be responsible for dealing effectively with the corporate complaints, Members enquiries and Ombudsman enquiries.
To work as part of a team to deliver high quality responses to customers complaints and enquiries.
To develop and maintain good relations with service areas and partner agencies
Promote a positive image of the Council and to enhance its reputation.
To take a lead role on a specific area of work or projects on behalf of the Manager
Job Context
The post holder reports to the Governance and Compliance Manager.
The post holder has no line management responsibility
The post holder may be required to work evenings, weekends and occasional public holidays, in order to meet service requirements.
Key Tasks and Accountabilities
Key tasks and accountabilities are intended to be a guide to the range and level of work expected of the postholder. This is not an exhaustive list of all tasks that may fall to the postholder and employees will be expected to carry out such other reasonable duties which may be required from time to time.
General
To be responsible for dealing effectively with the corporate complaints, Members enquiries and Ombudsman enquiries.
To be familiar with all aspects of the work of the team, legislation, guidance and protocols
To provide advice and guidance to staff, stakeholders and members of the public on all aspects of work covered by the team
Complaints
To be responsible for detailing with complaints effectively which will include:
processing and managing complaints allocated to you
ensuring that complaints are properly logged and tracked
undertaking thorough and detailed investigations of complaints about Council Services and partners. This may include corporate, and /or specialist areas
mediating and working with staff and managers to bring about the resolution of complaints and enquiries to conclusion, liaising with other services as necessary.
researching background details to complaints and conduct interviews with members of the public, council officers and stakeholders and organise site visits where necessary
preparing responses and ensure implementation of solutions
evaluating the case and producing a detailed response
taking and ensuring follow up action is taken and the customers are kept up to date with progress and are aware of the options if they are dissatisfied
identifying trends and recording the learning
Service Development
To improve service delivery by providing advice regarding the services within the remit of the team.
To draft comprehensive and high quality letters and reports.
To resolve day to day queries including complex cases, appeals and complaints.
To review workloads to support the achievement of the work of the Team.
To identify and propose new and innovative solutions to dealing with the work of the Team to improve the service to customers and stakeholders and to improve the reputation of the Council.
General
To take measures to support the necessary cultural change within the Council. To highlight areas where support is most needed and to take action.
To carry out all duties with an appreciation of customer services, demonstrating a commitment to securing the best service and outcomes for residents and customers in the most cost and resource effective manner.
To meet deadlines and take practical interventions where appropriate
To work in a team or on your own and be flexible in working arrangements and in supporting team colleagues
To carry out any other duties in line with the purpose and grade of the job or within the competence of the post holder as may be reasonably required from time to time.
To assist with the recruitment of staff.
Experience:
* Experience of working in at least one of the following areas:
*
* Corporate complaints
* Housing
* Experience of conducting detailed investigations of complaints preferably within a comparable local authority section.
* Experience of successfully dealing with Members and the public, including communicating difficult issues effectively orally and in writing
* Experience of working positively to engage with and understand the needs of stakeholders and Members.
* Experience of project management and/or research work and relevant techniques.
* Experience of working with computer based systems