Customer Service Manager

Belmont Recruitment are currently looking for an experienced Customer Service Manager to join Warrington Council’s Families and Wellbeing Directorate on an initial 3-6 month temporary contract. This is a full-time role working 37 hours per week, Monday to Friday.

Duties & Responsibilities:

• Managing and monitoring all stages of the Families and Wellbeing complaints and FOI requests
• Overseeing all Families and Wellbeing subject access request responses
• To create and manage a traded service offering advice services to schools, academies, colleges and other learning trusts, covering complaints and handling difficult customers and relating to expressions of dissatisfaction made under the Education Act.
• To promote and develop appropriate early reconciliation and remedy for complainants, liaising efficiently and sensitively between complainant’s representatives of the Council when required.
• To ensure those who make complaints, compliments or comments are kept well informed of their rights at each stage of the process, ensuring that those who are known to be vulnerable have access to support and/or advocacy
• To oversee the production of regular reviews and reports including the statutory annual complaints report and ensure it is appropriately reported to Members and senior officers of the Council.

Requirements:

• Experience of working as a Customer Service or Complaints Manager within a Local Authority
• Experience of dealing with social care complaints
• Substantial experience of managing information governance processes
• Excellent organisational skills

If this role would be of interest, please apply with an up to date CV as soon as possible or contact Chloe at Belmont Recruitment.