Customer Insight Manager

Description:

Customer Insight Manager
Public Sector - Local Authority
Full Time - Monday to Friday, 36 hours per week
Temporary Role - 3 months with possible extension
£26.65 per hour PAYE / £36.40 per hour Umbrella
Hybrid Working - 3 days in office (Croydon), 2 days at home
IT equipment provided
ASAP startThe Customer Insight Manager oversees effective management of complaints handling across the directorate and is the source of advice and assurance for colleagues when dealing with complaints and has a vital role for the organisation in preventing recuring complaints through proactive and innovative approach to ensuring lessons are learnt and corrective actions are implemented to continuously improve services and experiences of residents.

Duties:

To oversee the management of complaints across the directorate, ensuring department complaints officer are adhering to the council's corporate complaints policy, procedures and timelines
To review the journey of complaints within Housing and create a team to respond appropriately to complaints from customers, MPs, Councillors, the Mayor and Ombudsmen in a timely manner
To ensure that all directorate complaints are investigated thoroughly and responded to by the appropriate team/s
To co-ordinate the response to complex complaints ensuring a cohesive multi-team response where appropriate
To seek continuous improvement of complaints recording, management and reporting processes, ensuring all complaints and relevant learning and improvements are accurately recorded on the council's complaints management system.
Review day to day management of complaints using the council's case management system, ensuring compliance with the council's standards and timescales.
To ensure consistency of response to customers through sample testing, provision of templates, and coaching
To follow up on target deadlines ensuring department complaints officer are managing complaints effectively, responding to points and questions raised and using appropriate respectful tones.
To be the expert on complaints within the directorate, acting as the focal point for advice and assistance for department complaints officer.
To oversee complex case forums and co-ordinate responses to complex complaints
Essential Knowledge

Housing Ombudsmen Complaints Handling
Understanding and expertise in local government complaints processes and management.
Have a high level of technical knowledge and ability to use standard Microsoft Office products and complaints management systems.
Thorough understanding of the Local Government framework
An understanding of the legislative framework and government guidelines for handling complaints
Working knowledge of best practice in handling complaints and customer feedback
Sufficient awareness of the Local Government Act 1974
Good understanding of the Data protection Act 1998
Good understanding of the Freedom of Information Act 2000
Up-to-date knowledge of service improvement in other local authorities and changes in legislation that affect key services
Intellectual capacity to demonstrate or acquire an understanding of the broader operating context of the Council
Evidence of ongoing and relevant professional developmentEssential Experience

Excellent experience of complaint handling and working in a complaint environment

Highly experienced in resident and customer care within a local government, housing or similar environment.

Considerable experience of implementing learning from customer complaints

Extensive experience of leading a team of complaints officers

Extensive experience of managing and resolving complaints and putting in place effective strategies to reduce the likelihood of complaints arising and/or escalating.

Experience of working with internal service providers to improve their response to complaints

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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