Assistant Complaints and Information Manager

Organisation: Leicestershire County Council

Work Location: County Hall, Leicester Rd, Glenfield, Leicester LE3 8RA

Worker Category: Hybrid Worker

Salary: £34,350 - £37,950 per annum (pro-rata for part-time)

Working Hours: 37 hours per week

Contract Type: Permanent

Closing Date: 10 March 2025

Interview Date(s): WC 17 & 24 March 2025

About the Role

To provide a comprehensive, sensitive but effective complaint service for all County Council services. To ensure that the Council meets its statutory requirements and implements effective governance and assurance arrangements.

This post will provide day to day supervisory oversight of the complaints, FOI and EIR function and associated work queues ensuring complaints are responded to promptly and appropriate responses are issued to complainants. Complaints that are taking too long to respond to will be escalated as appropriate.

To assist the Complaints and Information Manager with complex cases, taking the lead on Internal Reviews of FOI and EIR cases and commissioning of Independent Investigations as required by statutory complaints procedures. This will include arranging and on occasions hosting panel hearings.

To work collaboratively across the organisation, with service managers to help improve how the Council manages and learns from complaints.

About You

To apply for this post, you must:

1. Experience of working at a supervisory level within a Complaints or Customer Services team.
2. Experience of investigating and resolving complaints and responding to requests for information within a public sector environment.
3. Able to communicate clearly and accurately by telephone, in person and in writing with a wide range of people, within and outside the Department.
4. Able to work without direct supervision and manage own time effectively.
5. Successfully managing relationships with internal and external customers/partners.
6. Able to take responsibility and problem solve.

You must also have an understanding of, and commitment to, equality, diversity and inclusion.

In addition, we also expect you to share our commitment to our values and will ask you to evidence when you have demonstrated them as part of the selection process.

Reasonable adjustments will be considered for applicants with a disability.

Interested in Flexible Working?

We are keen to support employees to balance their working life with other commitments. Therefore, wherever possible, we will consider working arrangements that suit an individual's personal circumstances whilst still meeting the needs of the Council. If you would like to discuss the possible flexible working options that might be applicable to this role, please contact the person named below.

For more information or an informal discussion, please contact:

Chelsea O'Neill - Complaints & Information Manager

Email: chelsea.oneill@leics.gov.uk

How to Apply

Leicestershire County Council is an inclusive organisation which is on a journey to embed and celebrate equality, diversity and inclusion at every level. We warmly welcome and encourage applications from people of all backgrounds, as having a diverse workforce with different perspectives and ideas is fundamental to our values and enriches the services we offer our communities. We particularly welcome applicants from Ethnically Diverse and LGBTQ+ communities and people with disabilities to create a balanced workforce and one that reflects the communities we serve. Applicants with a disability who meet the criteria listed in the 'About You' section above will be offered an interview under the Disability Confident Employer Scheme.

To apply for this job, please click on the apply button. You will need to upload a supporting statement as part of your application which explains how you meet the criteria listed in the 'About You' section above.

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.