Compliance and Complaints Team Leader

An opportunity has arisen to join our Compliance and Complaints Team, responsible for handling Statutory, Corporate and Ombudsman complaints. This is an exciting opportunity for someone to be part of a fast paced and high achieving team, full of variety and challenges.

As a Complaints Team Leader, you will be working as part of a small management team. You will line manage and oversee casework, ensuring responses meet the required standards and procedures are appropriately followed within designated timescales. This will include a key focus on auditing complaints case work and leading quality assurance tasks.

The team deal with a broad range of varied casework consisting of Corporate, Statutory Adults, Statutory Children's and Ombudsman complaints, handling complaints and complex enquiries across all areas of the council.

You will work as part of a management team to train, coach and develop the compliance and complaints team, learning from customer feedback and complaints to identify actions which make a difference to Essex Residents. This will involve making recommendations on learning opportunities whilst ensuring compliance to statutory requirements for complaint handling across ECC.

You will oversee and facilitate training and development sessions in complaints handling across the council to ensure consistent standards., · Responsible for researching and responding to statutory and complex complaints; checking compliance with recording processes and the quality of the correspondence the team produces prior to issue to customers or for CEO/Senior Leader approval.

· Undertake independent in depth case and complaint reviews and audits in line with statutory processes. Identify learning opportunities to improve the customer experience.

· Prepare and deliver high quality training workshops to upskill and develop colleagues and managers across the wider organisation. Communicate learning opportunities and agree resolutions with Senior Leaders / Service areas.

· Support Manager by providing direction for the team with the ability to focus on results and assists in developing a strong performance culture and a motivated team from diverse backgrounds to achieve local and statutory objectives.

· Excellent communication skills both oral and written communications to understand and resolve complaints demonstrating empathy and an understanding of the customer and ability to adapt to different audiences

· Excellent organisational skills, with the ability to delegate and work to tight statutory deadlines and targets under pressure, prioritising own and team's workload.

· Evidence of training, developing and mentoring team members, using root cause analysis to increase knowledge and skillsets. Ability of coaching and presenting to colleagues using a variety of methods.

· Evidence of undertaking casework auditing exercises.

Desirable:

· Evidence of continuing professional development; knowledge in Local Government experience is desirable, but experience in managing conflict in any sector is relevant.

· Experience of working within a customer resolution environment; overseeing and managing casework.

· Experience of child statutory complaints and/or experience in Ombudsman complaints.

· Healthy work life balance; flexible and hybrid working options

· Wide range of learning and development opportunities

· IT equipment and home-working equipment supplied

· Competitive annual leave + bank holidays + choice to buy extra

· Generous Local Government Salary related pension scheme

· Access to hundreds of discounts and benefits through Essex Rewards

· Access to our health and wellbeing support platform with Vita Health Group

· Up to 4 days per annum volunteering leave