Complaints Manager

As the Council's lead for complaints and Ombudsman engagement, the Complaints Manager will provide both strategic and operational leadership across the organisation. The Complaints Manager will act as the principal point of contact with the Local Government and Social Care Ombudsman (LGSCO), ensuring compliance with statutory requirements and embedding best practice., In the role of Complaints Manager, here's an example of what you'll be doing to make an impact: This is a unique opportunity to build and shape a corporate function from the ground up, influencing how the Council responds to its residents and continuously improves.,

• Lead and develop the Council's Customer Complaints Policy and strategy
• Drive a culture of learning from complaints to improve services
• Use data and insight to identify trends and influence service improvement
• Work closely with senior leaders to improve customer experience and reduce escalation
• Oversee the Council's relationship with the LGSCO, including complex case management
• Lead the development and delivery of complaints training across the organisation
• Act as product owner for the Council's complaints system (eCase), driving innovation and improvement
• Manage and support complaints staff while providing professional oversight across departments, Remember to align your personal statement to the essential criteria in the Person Specification.
Please be aware that where there are colleagues within the organisation who are 'at risk' of redundancy, requirements to redeploy to another suitable role will apply and take priority. Equality, Diversity & Inclusion We are a fair and inclusive employer and welcome applications from people from all backgrounds. We recruit for diversity and value difference. As many of our roles can now be home-based, we are able to offer more opportunities for people who need this facility. We are proud to be a Disability Confident Leader. If you are a disabled person, you have the choice to apply under our Guaranteed Interview Scheme so long as you demonstrate that you meet the essential requirements for the job. We feel it is essential that we recruit a talented workforce that is as diverse as the community we work for. Please let us know of any individual requirements or reasonable adjustments you may have during the application, interview, or onboarding process and we'll do all we can to help. We strongly believe in social understanding of disability and for us it's all about removing barriers to equality.


• We are looking for someone who is:
• Experienced in managing complaints within a complex organisation
• Knowledgeable about the LGSCO Complaint Handling Code and best practice (desirable)
• A strong leader who can influence at senior management level
• Analytical, with the ability to turn data into meaningful insight and action
• Confident in handling complex and sensitive cases
• Passionate about customer experience, service improvement, and organisational learning, Degree-level qualification or equivalent professional experience.
• Experience of working in a customer focussed area with proven experience of problem solving and complaint management.
• Organisational skills and multi-tasking abilities
• Ability to work under pressure, prioritise tasks and manage time effectively.
• Ability to engage, coach and motivate teams at all levels, and set clear targets and expectations.
• Experience maintaining and updating records on computer systems
• Experience drafting written correspondence
  
  Derby City Council is seeking a dynamic and experienced Customer Complaints Manager to lead and transform our corporate complaints and Ombudsman function. This is a brand-new, high-impact role where you will shape how we listen, respond, and learn from our customers.
If you are passionate about improving services, influencing change, and ensuring residents' voices are heard, this is an opportunity to make a real difference., Here at Derby City Council, we're dedicated to delivering nearly 250 first-class services to citizens and businesses in the heart of the Midlands. People are at the centre of all that we do, and we have an outstanding track record of recruiting and developing talented individuals by providing them with varied and fulfilling career opportunities.

You too could be part of something brilliant by becoming a colleague at Derby City Council; in addition to making a difference to the lives of people across the city, you'll also receive:
• Flexible work/life balance scheme
• Modern office environment
• Continued professional development opportunities & career conversations
• 27 days annual leave (rising to 32 days after 5 years' service), plus bank holidays
• Local Government Pension Scheme
• Team Derby Rewards - retail and leisure discounts
• Tusker Car Benefit Scheme
• Cycle2Work Scheme & free cycle training
• Employee Assistance Programme, Wellbeing Calendar and Support
• Access to our Equality Employee Networks - LGBTQ+, Disabled Employee Network & Carers and our Black, Asian & Minority Ethnic Employee Support Network and Neurodiversity Network
• Support for colleagues who are carers