As the Complaints Resolution Manager, you will provide a comprehensive, sensitive but effective complaint service for all service areas within the Council; working closely with internal and external stakeholders to investigate and resolve issues and provide satisfactory outcomes for the residents of Swindon.
Your next role
You will promote the work of the Customer Experience team across the organisation, with senior managers and Members in order to support the embedding of the policies and procedures within its remit across the day to day activities of the organisation.
The successful candidate will be responsible for the following:
Key Accountabilities
• To allocate work to the team and approve work outputs to meet priorities and deadlines; managing and monitoring outputs to meet quality and performance standards.
• Provide consistent consultancy, advice, support, training and guidance and consultation to all council staff, members, relevant agencies, external and internal organisations/stakeholders and the community at large as required concerning comments, complaints, compliments and representations
• To provide consistent leadership, advice, support, guidance and consultation to staff as required. To be responsible and accountable for the management of all employees within the team in accordance with Council policies and procedures.
• To lead a team to process the volume of unplanned and often complex complaints that arise daily, ensuring they are correctly assessed and logged, risk assessed and prioritised, researched or allocated to relevant managers, monitored until concluded and then responded to.
• To work directly with residents, service users, their family, carers advocate, representative or legal counsel, updating the complainant on progress with their case and ensuring their wishes are recorded and feed into any decision on how to progress the case and respond to the complaint.
• Prepare and produce comprehensive, case specific letters and reports on behalf of the Council, in response to complaints, Ombudsman enquiries, and for a range of audiences including distressed service users and their families, members, partner organisations and senior managers
• To lead on supporting the Council to meet statutory and regulatory requirements by upholding Service Level Agreements in place to acknowledge, investigate and respond to concerns, and generating intelligence about complaints using qualitative and quantitative analysis to enable senior managers to identify potential trends, themes and causes of complaints, wherever possible.
• To work in collaboration with the Ombudsman office in dealing with investigations into complaints relating to the Council’s service delivery and standards; providing swift and detailed reporting, data and information to assist in complaint resolution.
• To work closely with the Ombudsman to identify good practice and develop improved standards of services as a result of complaint resolution and liaise with service areas to implement any recommendations.
• To provide intelligent analysis and written commentary on complaints and service improvements to senior managers in support of reflective practice and service development.
• To develop, co-ordinate and administrate a Directorate forum to monitor service improvements arising from complaints, audits and peer reviews, sharing best practice and benchmarking information to create a culture of continuous improvement.
• To ensure effective performance monitoring and evaluation of action plans and other initiatives relating to the service team and to oversee the performance indicators detailed within these areas, collating and managing all the data needed for accurate monitoring of processes.
• Making effective use of the different management systems within the service area and Council wide, including the use of digital platforms and technology relevant to the service area. Maintain an up to date knowledge of relevant research and development advancements in area of expertise.
• To work alongside other team managers within the different service areas to ensure all the activities contribute to meet service area objectives in line with the corporate priorities.
Other Key Features of the role
• Analyse strategic information, setting objectives and targets, reviewing performance and evaluating outcomes to develop effective services.
• Ability to lead a team providing clear direction and a motivational and inspirational environment for them to develop
• Team player capable of influencing and working within cross-functional teams
• Able to deal with ambiguity and the pace of change within local government, confidently making and standing by decisions in challenging situations and persisting with flexibility in the face of setbacks
As a Swindon Borough Council employee you will experience the benefits of working within a forward thinking and innovative Council which is proud to deliver modern, efficient, effective services whilst providing residents with an excellent customer experience at all times.
You must be fluent in the English language (as a requirement of Part 7 of the Immigration Act “for the effective performance of a customer-facing role”).
For further information about the role please contact Christine Power, Strategic Customer & Operations Planning Manager on cpower@swindon.gov.uk
If you are experiencing technical issues submitting your application please email resourcing@swindon.gov.uk
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