Corporate Complaints Learning and Improvement Officer RBKC618020

Job Summary:

Salary range: £37,575 - £41,286 per annum 
Work location: London
Hours per week: 36
Contract type: Permanent 
Closing date: 21st November 2024

About Us:

Make a real difference in the lives of Kensington and Chelsea residents by helping to improve standards at the Council. 

At the Royal Borough of Kensington and Chelsea, we put local people at the heart of everything we do. Working in partnership with the community, we strive to provide quality services that are responsible, effective and efficient. We established our Corporate Complaints, Learning and Improvement Team after the Grenfell Tower tragedy. As an independent team, the team handle customer complaints and freedom of information requests, as well as responding to inquiries and draft decisions made by the Local Government Ombudsman. Crucially, they help all of us at the Council to reflect on feedback, identify areas for learning, and improve our services. This friendly, inclusive and supportive team work collaboratively to help us create a better, safer Borough. 

The Role:

As Corporate Complaints, Learning and Improvement Officer you will be integral to improving customer service. You will help us achieve this through listening to – and learning from – local residents, so we can better meet their expectations. Handling and resolving complaints from all kinds of people, you will directly influence the experience of our customers. Taking a respectful, inclusive approach, you will help to ensure every member of our community feels acknowledged and appreciated. 

We will rely on you to help make sure complaints are responded to effectively and on time. You will enjoy varied responsibilities – from recording, reporting, analysing and quality assuring complaints, through to maintaining the case management system. You will also proactively challenge the Council to do better, by identifying what we can learn from complaints. This will mean everything from collaborating with services to improve the customer experience, through to developing and reviewing policies for customer satisfaction.

Please refer to the Job Description for more information.

About You:

You should have a track record of experience in complaint handling or dispute resolution. This equips you to respond to complainants in a sensitive and understanding manner that demonstrates empathy. Resolving complex problems, you can turn negative experiences into positive outcomes.

We expect you to demonstrate excellent communication skills, both in person and in writing. Your written skills will be valuable not just in terms of writing responses to complaints, but also when providing clear written feedback to internal stakeholders when a complaint requires quality assurance. Your good interpersonal skills will make all the difference when building relationships with residents, and with Council colleagues at all levels, including senior managers. Familiar with Microsoft Word and Excel, you can produce succinct and accurate reports which include some analysis of trends and data, demonstrating a keen eye for detail, accuracy and organisation. 

In return, you can look forward to a package that includes a competitive salary, a high-quality pension scheme, and generous annual leave plus bank holidays. 

Please apply online explaining how you meet the requirements set out in the person specification and job description. We reserve the right to extend or close this vacancy early without warning subject to the volume of suitable applicants.

This vacancy will be open to all, with no geographical restrictions. However, applicants who are either: 

• A resident in the Borough
• An RBKC care leaver
• An RBKC school leaver who left school in the past 5 years 

and who meet the minimum requirements of the role as outlined in the Job Description, will be guaranteed an interview.