Complaints & Casework Improvement Manager
London Borough of Lewisham
We have a rich history of welcoming people from all over the world and are proud to be recognised as the UK’s first Borough of Sanctuary, for our work in championing the rights of refugees and migrants.
Introduction
Do you have significant experience leading complaints, investigations, casework or regulatory response functions, and can you demonstrate improvements in complaint handling and customer outcomes?
Are you a strong problem solver who can analyse trends, identify why things go wrong, and lead changes that improve services?
Can you lead and develop teams, influence senior stakeholders, and drive high performance across a large organisation?
Are you a confident writer and communicator who can turn complex information into clear reports and recommendations for senior decision-makers?
What’s the role?
Lead complaints and casework improvement across the Council, using data and insight to improve services and customer outcomes.
Manage Ombudsman relationships and ensure compliance with complaint-handling standards and reporting requirements.
Identify root causes of complaints and drive organisation-wide service improvements.
Lead a specialist team and provide expert advice, reporting and assurance to senior leaders.
What’s in it for you?
Excellent training and development opportunities, plus a range of benefits including:
- Generous holiday allowance
- Local Government Pension scheme
- Flexible working and family friendly policies
- Season ticket and bicycle loans
- A range of staff discounts including local subsidised gym memberships
- Supportive staff networks
What we’re looking for
We're looking for an experienced complaints and service improvement professional who can analyse complex issues, lead and develop teams, influence stakeholders at all levels, and use complaints intelligence to drive measurable improvements in customer experience and organisational performance.
Location
The job is primarily based in Laurence House, Catford but we operate a hybrid approach where you will be required to work both in the office and from home on a regular basis.
The recruitment process is anonymous and we don’t accept CVs.
Applicant handbook- please read the guidance in this handbook when applying. It is essential that you complete the application fully and that your supporting statement covers how you meet each of the person specification criteria listed.
For an informal discussion about this job, please contact Mark Ferris Mark.Ferris@lewisham.gov.uk
Please click here to view the Job Description and Person Specification
Salary
£62,634 - £64,815 per annum (PO7)
N.B: All appointments will be offered at the minimum spinal column point (SCP) for the grade of the role. The only exception to this will be when matching current salary (up to the maximum of the scale), which is subject to evidential proof.
Diversity
Lewisham Council is a Disability Confident employer. We welcome and encourage job applications of all abilities. If you require any reasonable adjustments in the application or interview, please contact the lead contact on this advert. We will make reasonable adjustments to make sure our disabled applicants and those with health conditions are supported throughout our recruitment process. We support the access to work scheme, further details are available at.www.gov.uk/access-to-work/apply
The Council reserves the right to close adverts early if there is a large response.
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