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This role leads on the day to day management and administration of complaints, MP and member enquiries and information and disclosure requests (FOI and DPA). The post reports to the Head of Market Management and Commissioning. The post holder will lead on the resolution of complaints, information requests and enquiries.
- Day-to-day supervision, work allocation and training of the Complaints and FOI team.
- Management of the service across the Children and Adult’s divisions.
- Managing the most sensitive of complaints on behalf of the senior management teams for the respective divisions.
- Responsibility for the day to day management of the External Investigating Officers (IO) and Independent Persons (lP) Pool for relevant statutory complaints.
- Ensuring the staff in Adults & Children’s Directorates comply and implement the procedures in place for dealing with complaints, Cur & MP enquiries and FOl & DPA in line with Council and statutory requirements.
- Writing scrutiny reports and presenting to committees for both Children’s and Adults management teams.
You must have experience/knowledge on the following
- Care Act 2014
- Local Authority Social Services and National Health Service Complaints (England) Regulations 2009
- Children Act 1989
- Children (Leaving Care) Act 2000
- Care Standards Act 2000
- Freedom of Information Act 2000
- Experience of managing a Complaints or FOI service in a complex organisation
This role is hybrid working and you will need an Enhanced Children’s/Adults DBS check
