AddressJob Summary:
Salary range: £49,854 - £56,565 per annum
Work location: London
Hours per week: 36
Contract type: Permanent
Vetting requirements: Enhanced DBS Check
Closing date: 7th April 2024
Interview date: 18th and 19th April 2024
About Us:
Champion change to make sure the voices of the vulnerable are always heard
At the Royal Borough of Kensington and Chelsea, we put local people at the heart of everything we do. From the policy decisions we make, to the services we deliver, the needs of our community come first. We want to give everyone a great quality of life, with access to a comfortable home, sustainable and desirable employment options, and a healthy and safe environment. Our Adult Social Care department plays a vital part in achieving these goals.
The Role:
Taking a lead on customer engagement, you’ll make sure Adult Services is responsive, accountable and professional in all its dealings with service users and their representatives. We’re striving to make a difference for people who are vulnerable. So it’s utterly vital that we hear their voices and answer by taking appropriate action. Especially so if they have a complaint.
You’ll oversee timely, appropriate and effective complaints handling, manage analysis and correlation of customer feedback and consultation activity, and manage both Member and Freedom of Information enquiries for the department. Crucially, you’ll make sure we learn from complaints and feedback. You’ll promote a culture of innovation and continuous improvement in how we manage relationships with our customers, so we can deliver better outcomes for them.
Please refer to the Job Description for more information.
About You:
You’ll bring the role up-to-date understanding of local government policy and legislation, including the Care Act 2014. Experience of working in customer relations or dispute resolution is vital. We expect you to have a track record of using customer insight and feedback to support service development. Crucially, you have the communication and relationship building skills to work directly, productively and positively with colleagues at all levels, and with diverse stakeholders - from service users, their representatives and carers and wider family members in a Social Care setting.
In return, you can look forward to a package that includes a competitive salary, a high-quality pension scheme, generous annual leave and excellent learning and development opportunities.
Please apply online explaining how you meet the requirements set out in the person specification and job description. CV’s will not be considered for this role.
We reserve the right to extend or close this vacancy early without warning subject to the volume of suitable applicants.
Application process
Please do not upload any documents, including CVs/Covering Letters or supporting statements, as these documents will not be reviewed and could result in your application not being shortlisted.
You should describe how you meet the person specification requirements for the position you are applying for in Section G of the application form.
Additional information
We are committed to promoting equality and respecting diversity and welcome applications from all sections of the community.
We are a Disability Confident Employer – committed to ensuring that our recruitment and selection process is inclusive and accessible.
We engage our staff with a variety of learning types including face-to-face and virtual learning because we want to ensure our staff understand our values and behaviours, grow their skills and develop their careers.
This post is covered by the Fluency Duty, as outlined in the Code of Practice on the English language requirements for public sector workers.
We do not accept speculative CVs from any source.
Please note, we will primarily contact candidates by e-mail throughout the recruitment process, please monitor your email junk / spam folder as our system generated emails may be allocated to these folders by your email settings.
If you experience difficulties with the recruitment application process, please contact the recruitment team by email: recruitment@rbkc.gov.uk
