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Job Description
* Suffolk County Council - Endeavour House, Ipswich, IP1 2BX - Hybrid
* £45,380 - £55,634 per annum (pro rata if part time)
* 37 hours per week - Flexible working options available
* Permanent
We're passionate about improving the future for our customers, our communities and the environment. If you are too, join us as a CYP Resolution Manager and make a huge and meaningful impact. Your innovation and drive will help us to continue improving and evolving.
Your role and responsibilities
You will:
* Manage and supervise the day-to-day operation of the Resolution Team.
* Case manage the end to end resolution of statutory complaints across the council and provide expertise to staff and councillors in managing statutory complaints in accordance with statutory and legislative guidelines.
* Provide expert advice and professional judgement on appropriate approaches to complaints resolution that are consistent with upholding customer rights and expectations.
* Use extensive skill-set to apply a problem-solving, outcome-based approach to managing and resolving statutory complaints.
* Promote the principles of mediation and other forms of alternative dispute resolution in resolving complaints and concerns as close to the point of contact as possible.
* Undertake formal Stage 2 or 'in-depth' complaint investigations as required.
* Formulate and provide regular data and insight to help drive learning and continuous improvements across the organisation.
* Co-ordinate and chair/attend formal complaint investigations and Stage 3 Review Panels when required.
* Make decisions on 'Looked after children' placement freeze requests.
* Manage the training and development of Investigating Officers and Independent Persons.
* Provide and deliver training workshops to newly appointed social workers and councillors.
You will need
* Suitable professional qualification at postgraduate or equivalent experience.
* Experience of managing a team, to motivate, develop and train.
* Oversight to resolve matters efficiently and effectively.
* High standard of quality assurance to own work and others.
The team
This role sits in a key position, reporting into both the Councils Customer Experience Service and Children and Young People Services.
How to apply
Step 1 - Read the Job and Person Profile (JPP) (docx)
Step 2 - Click 'Apply Now' to start your online application.
Step 3 - Upload a supporting statement answering the following questions (no more than 400 words per question):
1. Tell me about a complex complaint you managed. What approach did you take to resolve it, and what was the outcome?
2. Describe a situation where you had to lead a team through a significant change in processes or policies. How did you ensure the team remained motivated and committed to the new way of working?
3. Tell me about a situation where you had to manage a high-risk case. How did you approach it, and what steps did you take to mitigate the risks?
4. Describe a situation where you used mediation or alternative dispute resolution techniques to resolve a complaint. What was your approach, and what was the outcome?
5. Tell me about a time when you had to develop and deliver training to staff or councillors. How did you ensure the training was effective and well-received?
Closing date: 11.30pm, 29 September 2024
This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment.
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