Senior Complaints Officer (Grade I)

Who You Are

You are an experienced professional with a comprehensive understanding of corporate complaints systems and relevant legislation including the Freedom of Information Act, Data Protection Act, and the Environmental Information Regulations. You are knowledgeable about local authority political processes and the range of services they provide. Familiarity with advocacy, community support, interpreting services, and delivery issues in inner-city areas such as Tower Hamlets is essential. You possess significant experience in conducting complex investigations, data analysis, and crafting detailed reports and correspondence. You excel in influencing and collaborating within a politically sensitive environment and demonstrate the TOWER values, emphasizing openness, collaboration, accountability, and respect.

What the Job Involves

The role involves the provision of a council-wide complaints function in alignment with corporate procedures and statutory obligations. You will assist in policy development, collaborate with external regulators, and enhance awareness of the Complaints service. Key duties include ensuring corporate compliance with regulatory requirements, training staff, updating complaints processes, and benchmarking services against best practices. Additionally, you'll design performance reports, engage with strategic partners, and manage logs and records for complaints. The role necessitates co-ordination of external inspections, devising action plans to improve service, and conducting robust investigations.

Skills

• Knowledge of corporate and regulatory complaints systems
• Understanding of relevant legislation and political processes
• Experience in complex investigations and data analysis
• Strong report writing and communication abilities
• Proficiency in influencing and collaborating with senior managers
• Familiarity with IT/Business Management Systems
• Flexibility and capability to manage change
• Commitment to customer needs and diversity inclusion