Business Support Manager

This is an exciting opportunity for an experienced Manager to join our fast-paced Children Services Complaints Team. We are looking for a highly motivated, enthusiastic and organised person, who can consistently ensure high levels of support to an increasingly demanding service.

Purpose of the Role:
The Complaints Team has management responsibility of the complaints process to ensure that there are correct Policies and Procedures in place so that all schools, education, and CS social care complaints are managed within the statutory guidelines as laid out by the Department Of Health . The Team brings independence, mediation and solutions to solve complex cases and will have an overview of all complaints to ensure that the relevant time scales are adhered to and learning implemented as identified through complaints. Where there are joint, complex cases with other organisations, the team bring stakeholders together to resolve complaints using various techniques.

Day to Day Activities:
- To provide clear guidance and training to support officers ensuring effective complaints management of schools, education and social care complaints processes at all stages

- Negotiating solutions and providing mediation to resolve complaints

- Monitor and draft reports at all stages of the complaints process

- Review complex cases to minimise escalation to Senior Managers or the Director and where necessary draft responses for approval by the Complaints Manager

- Manage and support the workload of the Business Support Officers to ensure that they are equipped to deal with the day to day.

- Undertake other activities commensurate with the grade as directed by the Complaints Manager

- Making decisions on whether to accept or decline a complaint from a member of the public using your own initiative

About You
Experience in Team Management is vital for this role, along with demonstratable organisational skills and an ability to prioritise and manage heavy workloads to statutory timescales using MS Office and other standard programs on a day to day basis.
Experience in Children’s/Educational complaints handling, or Local Authority Social Services is essential

Excellent written and verbal communications skills and the ability to liaise with multiple groups of Stakeholders is of the upmost importance for this role
Demonstratable experience in Learning and Service Improvement would be beneficial, and experience in Adult Social Care complaints.

Knowledge of Law and Guidance in regard to Childrens Social Care and education complaints handling would also be an asset.
Work is Hybrid with occasional meetings with Complainants so the ability to travel in a timely manner is desirable.

You will join a friendly, dedicated and inclusive support team and everyday will bring new challenges. If this sounds like you with an I can do attitude, then we would like to hear from you.

Please explain how you meet the Essential Criteria by using the attached document "Essential Criteria Questions" at the bottom of the advert on our website