Complaints Officer

As mentioned, I am sharing the information below in Sue’s absence as she is on leave this week but is the hiring manager. We are keen to get 2 x interim complaints officers into place as soon as possible to support Sue with a significant backlog across Children’s Complaints (stage 1 through to LGSCO).  I think the maximum budget for this is a day rate of c.£400 p/day but if we can aim for £350p/day with candidates meeting the full requirements detailed by Sue below I would be most grateful.

2 temps 6 months 3 month increment, then one will be perm,

Ideally 2 people that know both

Biggest issue right now is no resilience

Sue came from corp which is not statutory

Not sure

Really starting to ramp this up, not unreasonable

Stat stage 2, f not upheld then the customer wants, panel then LGSCO

Sue deals with all

3 stages in how then the lgsco

Lots of guidance on section 19, AP

Lots of people trying lots of avenues trying to get what they want for their child

Just incredibly overwhelming for everyone

 

FOI’s – that will be pushed back, would be additional work if this doesn’t pan out

WB haven’t done whar they said on the tin in regards to funding posts, should have been in post since September

Doesn’t really care for someone being on site, busy and time consuming to be in the office, Ashley says twice a week but may be open

Just beginning to get more vocal for on site work

Provide training, reports etc but right now, has 360 emails from Monday that needs to be resolved and providing

Need to be on time and QAing everything, proactive instead of reactive

Very admin high, system is not fit for purpose, a good system would take out have the admin

IS this a complaint at this stage? Have a couple outstanding now

Tend to miss out on, etc 2 years provision, have looked forward but not gone back as missing 2400 per term per provision cost

Backlog of 340 odd emails, all are a request of following a trail, that will reduce over the next couple of days

AS they introduce changes,

SEND reform changes, childrens changes, all will impact customers one way or another

Would give new people newer stuff for ease

Was just childrens then education, wasn’t doing stage 2 in the service, LGSCO came over, hadn’t been doing stat complaints

• Knowledge and experience of managing corporate complaints – LGSCO
• And/ or knowledge and experience of managing statutory children’s complaints
• Experience of dealing with difficult customers – persistent complainers
• Great customer experience, receive and make calls
• Organised – role is very admin heavy with no system support at present
• Provide knowledge and guidance for teams to support with the complaint handling
• Decision making on complaint handling
• Work to deadlines
• Persistent and resilient when dealing with deadlines and expectations
• Quality assure he response, plain English answers the question etc.