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Policy, Complaints & Governance Manager

JOB SWITCH LTD
Job LocationLewisham
EducationNot Mentioned
Salary£30.00 per hour
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeContract , full-time

Job Description

Main Purpose of the job:To lead on governance arrangements including 1) maintaining oversight of Key Decision timing and coordination for the directorate 2) ensuring we remain aligned to our Corporate responsibilities, 3) overarching responsibility for managing Complaints and FOIsin line with our statutory and regulatory obligations.Responsible for oversight of complaints and information requests within the Children and Young People Directorate. Responsible for ensuring the Council has effective, efficient and harmonised procedures in place for dealing with:o Local Government and Social Care Ombudsman contact and/or cases o Statutory (Children’s) Complaintso CYP complaints and requests for information (including FOI and MP/Mayor/Member enquiries)Management of Ombudsman, statutory and CYP complaints, investigations and enquiries, ensuring they are dealt with in accordance with agreed procedures.Support the development and delivery of effective policies and strategies in response to new and emerging priorities for the CYP directorate.Promoting a culture of problem solving, early resolution, securing appropriate outcomes and learning across the directorate and services.Working proactively with CYP and wider Council services to achieve improvements to service delivery and customer experience; to bring about an improvement in resolution rates, at point of contact; and decrease complaints and unnecessary escalationsTo undertake high-quality research, including analysis of data and qualitative research, which strengthens the organisation’s understanding and informs policy and strategy development.Summary of Responsibilities and Personal Duties:

  1. To apply strong analytical, problem-solving and communication skills to lead strategic priorities and provide high quality policy advice within a fast-paced environment
  1. Managing a team planning, coordinating, developing and delivering key services for the directorate and our customers.
  1. Support officers to research and assess/risk assess complaints, enquiries and requests for information, to ensure they are actioned accurately and appropriately. Supervise officers to provide advice and guidance to staff ensure that a satisfactory responseis provided in a timely manner.
  1. Drive change and innovation in customer service and experience at a senior level; presenting ideas and recommendations arising from learning from complaints and representations, and as part of quality assurance and performance programmes.
  1. To develop strategic documents, including corporate plans and strategies.
  1. To assess and address requests, concerns, and investigations from the ICO, and any requests for internal reviews from data subjects. To carry out all necessary enquiries in this regard, in order to initiate and agree an appropriate response to such enquiries(in liaison with the corporate team), and in a manner that presents the least risk to the council’s reputation.
Education Degree-level qualification in relevant area or working towards OR demonstrable appropriate experienceKnowledge Broad knowledge of current issues affecting local government.Expertise and a detailed working knowledge of Local Government and Social Care Ombudsman, statutory children’s services complaints procedures and corporate complaint, enquiry and representations procedures.Detailed working knowledge of legislation of children servicesDetailed working knowledge of data protection, information requests legislation (GDPR) and client confidentiality.Detailed knowledge of customer relationship management systems and data interpretation.Detailed knowledge strategy or policy development in local governmentExperience A proven track record of successfully working with senior officers and members across a complex organisation to develop and implement effective governance and processes, including delivering training and providing information to support the successful operationof processes .Experienced in research and presentation of recommendations, including evaluation of policy proposals, advising on issues such as the benefits, risks and potential implications of policy development and related actions.

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