Corporate Complaints, Learning And Improvement ManagerKensington and Chelsea £33.75/hr Full time: 36/hrs a week Start date: ASAPAKTON Recruitment is working closely with the local authorities and we are looking for a Corporate Complaints, Learning And Improvement Manager in the Kensington and Chelsea area. 3 - 6 months contract. JOB PURPOSE:The purpose of this post is to lead and manage the complaints processes for the Royal Borough of Kensington and Chelsea. This includes overseeing direct management of the corporate complaint function and corporate complaints system. The role will have a key focus in building and maintaining effective relationships across the organisation, to ensure a seamless process for the management of complaints and a systematic process for learning and service improvement as a result of complaints and feedback. Your ability to influence stakeholders across the organisation will be essential in driving positive change and implementing best practices in complaints management and your responsibilities will include adding rigor to the complaints handling process, ensuring thorough investigation and resolution.1. DESCRIPTION OF DUTIES:To manage the Council's Complaints Process and the Complaints and Feedback Team * To manage and respond to final stage complaints working with relevant senior manager and manage a team of up to 3 staff, with full line management responsibilities. * Act as the Local Authority Liaison for the LGSCO and Housing Ombudsman, ensuring that all requests for information go to the relevant service in a timely manner and all responses to the Ombudsman happen to prescribed timescales. * Manage and respond to contentious/ complex complaints which are referred to the ombudsmen and ensure recommendations and actions from Ombudsman enquiries are fully implemented, monitored and reported to the services. * Provide help and support to investigating managers and review/ draft complaints responses as required. * Work with service managers and others to facilitate speedy resolutions and solutions that will improve the experience of residents. * Respond to complainants in a way that is compassionate and empathic, sensitive to their needs, and fully addresses their concerns. * Ensure that timely and comprehensive investigations to complaints take place within agreed timelines through regular monitoring of corporate system.Skills; Experience and Attitude * Extensive complaint management and/or customer service experience within public sector or similar complex organisation* Ability to respond to complainants and staff in a sensitive and understanding manner that demonstrates empathy* Significant knowledge of methods, systems and processes for obtaining service user feedback and complaints. * An understanding of the legal frameworks guiding the handling of complaints dealt with by local government and statutory complaints procedures. * Experience of successfully working with and influencing senior managers* Experience of successfully managing highly motivated teams and competently address areas of non-performance to effect improvement.* Experience of developing and delivering performance systems in diverse and complex organisations.