JOB DESCRIPTION
Reports to: Corporate Complaints Manager
Responsible for: The post-holder is responsible for supporting the Complaints Management Team in all aspects of the delivery of a professional and customer-focused Complaints Management Service for EA in line with guidance from the Office of the Northern Ireland Public Services Ombudsman (NIPSO) and best practice standards.
JOB PURPOSE
* Management of a team in the Complaints Management Service concerned with highly specialised or complex complaints.
* The post-holder will be required to provide advice, guidance and support to EA managers and staff on complex complaint issues in accordance with relevant policies and legislative requirements.
* The post-holder will give direction in relation to policy implementation and system management.
* Post will be required to manage the deployment of resources including staff and to plan work of others and will be responsible and accountable for service delivery.
* The post will have discretion to make decisions within policy guidelines on contentious or complex matters associated with service delivery.
* Monitor budgets and approve expenditure within delegated limits.
* Provide support, advice and coaching to line managers and staff to ensure complaint matters are effectively and consistently dealt with.
* Support work to build capability of EA staff and line managers who have responsibility for people management, development and performance.
MAIN DUTIES AND RESPONSIBILITIES
* Responsible for best practice service delivery in the Complaints Management Service.
* Where required the post-holder will manage a dedicated support team and duties will include assigning work, coordinating activities, dealing with recruitment and resourcing issues, approving annual leave requests, and dealing with any attendance management/disciplinary issues.
* Review the performance of reporting staff, identifying individual/team training requirements and initiating further training.
* Assist with the review and revision of systems and work processes as required in consultation with senior staff. Contribute to the delivery of projects and continuous improvement of the service.
* Contribute to the Business Plan setting, reviewing, and/or identifying performance measures and targets for the effective and efficient delivery of service.
* Provide accurate and timely management reporting information as required.
* In conjunction with line management ensure that business risks are identified, documented, controlled and mitigated.
Main Activity Areas
* Support the delivery of a professional, modern and customer-focused Corporate Complaints Service for EA in line with guidance from NIPSO and best practice standards.
* Oversee and support EA’s compliance with EA’s Complaints Handling Procedure including managing contact with directorates, compliance with timescales, formulating responses and effective administration.
* Ensure that complaints are consistently processed in line with guidance from NIPSO and EA policy, procedures, advice and guidance.
* Provide support to staff on the interpretation and application of EA’s Complaints Handling Procedure.
* Support in the implementation, management and maintenance of an effective complaints logging system.
* Support in the preparation of responses to complainants and responses to NIPSO enquiries or investigations.
* Support the development and delivery and recording of appropriate training programmes for staff on Complaints logging and management.
* Support in the review, monitoring, updating and operation of EA’s Complaints Handling Procedure.
* Review, evaluate and report on current complaints management practices within EA.
* Develop effective strategies and procedures for logging of complaints, follow-up actions and lessons learned and procedures for the storage of complaint records (electronic and manual) in accordance with any EA Records Management policy and Retention and Disposal Schedule.
* Liaise and engage with the NIPSO, to develop positive working relationships and to ensure complaints are consistently processed in line with guidance from NIPSO.
* Support the review and development of corporate complaints logging and management policies, procedures and management reports.
* Deputise for Complaints Manager as required.
Other Responsibilities
* Provide training and guidance to colleagues and assist in covering key aspects of work during periods of absence.
* Contribute to Corporate Strategy and associated plans and to the review, revision and development of existing and new policies and procedures related to area of work.
* Comply with the Authority’s policy on Data Protection (in particular processing sensitive personal information) is properly complied with.
* Comply with the Authority’s Equal Opportunities Policy, relevant Codes of Employment and Practice and other relevant legislation. In accordance with relevant equality legislation and EA policies on diversity in the workplace the post-holder is expected to promote good relations and pay due regard to equality of opportunity in carrying out their duties.
* Undertake other related duties within the grade and competence of the post-holder as required.
This job description will be subject to review in light of changing circumstances and is not intended to be rigid and inflexible but should be regarded as providing guidelines within which the individual works. Other duties of a similar nature and appropriate to the grade may be assigned from time to time.
In accordance with Section 75 of the Northern Ireland Act (1998), the post-holder is expected to promote good relations, equality of opportunity and pay due regard for equality legislation at all times.
PERSON SPECIFICATION
NOTES TO JOB APPLICANTS
1. You must clearly demonstrate on your application form under each question, how, and to what extent you meet the required criteria as failure to do so may result in you not being shortlisted. You should clearly demonstrate this for both the essential and desirable criteria, where relevant.
2. You must demonstrate how you meet the criteria by the closing date for applications, unless the criteria state otherwise.
3. The stage in the process when the criteria will be measured is outlined in the table below.
4. Shortlisting will be carried out on the basis of the essential criteria set out in Section 1 below, using the information provided by you on your application form.
5. Please note that the Selection Panel reserves the right to shortlist only those applicants that it believes most strongly meet the criteria for the role.
6. In the event of an excessive number of applications, the Selection Panel also reserves the right to apply any desirable criteria as outlined in Section 3 at shortlisting, in which case these will be applied in the order listed. It is important therefore that you also clearly demonstrate on your application form on how you meet any desirable criteria.
Section 1 - Essential Criteria
The following are essential criteria which will initially be measured at the shortlisting stage and which may also be further explored during the interview/selection stage. You should therefore make it clear on your application form how, and to what extent you meet these criteria. Failure to do so may result in you not being shortlisted.
Factor Essential Criteria Method of Assessment
Qualifications/Experience
Hold an NVQ Level 3 or BTEC National (or an equivalent or higher level qualification) AND have three years’ experience working in an administrative/support role within an area governed by legislation, statutory or regulatory framework;
OR
Have five years’ experience working in an administrative/support role within an area governed by legislation, statutory or regulatory framework.
Shortlisting by Application Form
Experience
Demonstrable experience of contributing to the development of policy or procedures in the context of an area governed by legislation or statutory framework.
Demonstrable experience of a customer service orientated approach in service delivery in the context of an area governed by legislation or statutory framework.
Demonstrable experience of working in an area governed by legislation or statutory framework where an expert knowledge of such legislation or statutory framework is required, including experience interpreting, applying and advising internal and/or external stakeholders at a range of levels in relation to such legislation or statutory framework.
Demonstrable experience of the practical use of IT systems to include a range of Microsoft Office applications.
Shortlisting by Application Form
Skills/Abilities
A proven ability to successfully prioritise and deliver a busy programme of work in the context of an area governed by legislation or statutory framework.
Shortlisting by Application Form
Other
The successful candidate will be required:
to have access to a suitable vehicle (appropriately maintained and insured for Education Authority business) that will enable them to carry out the mobility requirements of the post in an efficient and effective manner and thus meet this essential criterion;
OR
be able to provide sufficient information on the application form that will satisfy the employer that he/she has access to an appropriate alternative form of transport that will enable them to carry out the mobility requirements of the post in an efficient and effective manner and thus meet this essential criterion.
Shortlisting by Application Form
Section 2 - Essential Criteria
The following are additional essential criteria which will be measured during the interview/selection stage in line with EA’s Game Changing People Model.
Factor Essential Criteria Method of Assessment
Skills/Abilities
In line with EA’s Game Changing People Model we will look for evidence of:
A proven ability to successfully prioritise and deliver a busy programme of work in the context of an area governed by legislation or statutory framework.
A proven ability to analyse information and to apply innovation and initiative in solving problems in the context of an area governed by legislation or statutory framework.
A proven ability to communicate effectively and to establish and maintain productive working relationships with internal and external stakeholders at a range of levels in the context of an area governed by legislation or statutory framework.
Interview
Values Orientation
Evidence of how your experience and approach to work reflect EA’s ethos and values. You will find information about our Values here.
Interview
Section 3 - Desirable Criteria
Some or all of the desirable criteria may be applied by the Selection Panel in order to determine a manageable pool of candidates. Desirable criteria will be applied in the order listed. You should make it clear on your application form how, and to what extent you meet the desirable criteria, as failure to do so may result in you not being shortlisted.
Factor Desirable Criteria Method of Assessment
Experience
Demonstrable experience in a work area where the ability to effectively manage complaints in line with an organisation’s complaints handling procedure is a major requirement of the post.
Demonstrable experience of developing and delivering training programmes.
Shortlisting by Application Form
Our Values
Through the selection process we will also seek evidence that the personal values of candidates align with those of the EA. This will include evidence of commitment to equality and excellence in service delivery. These reflect our aim which is to meet the needs of all our children and young people equally, removing barriers to learning and ensuring equality of access to excellent education services so that every child can develop to his or her full potential.
DISCLOSURE OF CRIMINAL BACKGROUND
The Safeguarding Vulnerable Groups (Northern Ireland) Order 2007 defines working directly with children or young people or in specified places as ‘regulated activity’.
In the event that you are recommended for appointed to a post that involves ‘regulated activity’, the Education Authority will be required to undertake an Enhanced Disclosure of Criminal Background.Please note that you WILL be expected to meet the cost of an Enhanced Disclosure Certificate. Details of how to make payment will be sent to you at the pre-employment stage.
Further information can be accessed at NI Direct or the Department of Justice.
APPLICANT GUIDANCE NOTES
To view the applicant guidance notes, please click here.
To learn about the many great benefits of joining the Education Authority, click here.
The Education Authority is an Equal Opportunities Employer.
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