The starting salary is £41,127 per annum based on a 36-hour working week.
Do you have a proven track record of complaints investigation?
Are you passionate about improving people’s experience with Adult Social Care?
This is a great opportunity for a customer relations professional to join our successful Customer Relations Team in Adult Social Care, Surrey County Council. Our focus is to instill an ethos of ‘putting people front and centre of everything we do’.
The role is based at Guildford Borough Council offices, Millmead, Guildford, GU2 4BB, but with flexibility to work throughout Surrey.
In this role you will champion the voice of people who use services and their carers. You will speak to residents making complaints and support staff in conducting objective and impartial investigations in line with the Adult’s statutory complaints procedure. You will support staff in preparing responses. This will involve suggesting strategies, recommending remedies where fault is found and developing corrective actions with senior managers. You will identify emerging trends from complaints to help inform service improvement and ensure we learn from our mistakes.
Reporting to the Customer Relations Manager, you will be involved in the monitoring of complaints, compliments and Members enquires and preparing reports for the leadership team and Members. You will also be involved in investigations initiated by the Local Government and Social Care Ombudsman which will involve networking with relevant NHS services, other local authorities, providers and related services.
Displaying great interpersonal skills and integrity, you will be able to build positive working relationships, whilst working collaboratively with senior managers to influence service change. Managing a wide variety of responsibilities and working with minimal supervision is a crucial element to being successful in this role. You will need to be patient and resilient. Above all you will be passionate about delivering excellent customer service, putting the needs of people who use services and their carers at the heart of what we do.
If you feel you have the right skills and experience to be part of a small team focussed on delivering outstanding customer service, we want to hear from you.
To be shortlisted to interview for this position your application will clearly evidence:
- Experience of complaint investigations in a large complex organisation, ideally in a local government setting
- Strong investigative and research skills
- The ability to quickly assimilate and understand information in order to reach evidence based decisions
- Experience of preparing written reports and making recommendations
- Strong influencing and negotiating skills
- Credibility, understanding and impartiality in arguing for change and improvement in service delivery in response to learning
In return for your commitment, we can offer a positive flexible working environment, personal and professional development opportunities and a competitive salary. You will work with enthusiastic and supportive colleagues who are passionate about their work and what they achieve together as a team.This role is open to flexible working, so you are not required in the office 5 days a week.
At Surrey, our values and behaviours are just as important as our skills and abilities. They shape who we are as an organisation. Find out more about the values we follow.Package Description
This job advert closes at 23:59 on Thursday 24th November 2022.
It is planned for interviews to be held on 7th and 9th December 2022.
For an informal discussion about the role please contact Linda Jones (Customer Relations Manager) at Linda.firstname.lastname@example.org
We look forward to receiving your application, which needs to include a separate personal statement tailored for this role, and no longer than two sides of A4 paper please.
Please click on the apply online button below to submit.
From flexible working to job sharing (where possible) we are committed to providing a healthy work life balance. A laptop and mobile will be supplied if applicable to your role. You will benefit from 26 days annual leave, rising to 28 days after 2 years' service, a generous local government salary related pension, as well as the option to join our car lease scheme. For more information about the wide variety of benefits you can take advantage of please visit MyBenefits for Surrey County Council staff.
Surrey County Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. We want to be an inclusive and diverse employer of first choice reflecting the community we serve and particularly welcome applications from all under represented groups.