Job Description
Children, Education and Justice Services
Advice & Complaints Officer - Education
Waverley Court, 4 East Market Street, Edinburgh EH8 8BG
Salary: £37,626 - £44,257
Hours: 36 per week, 52 weeks
We are looking to appoint an Advice and Complaints Officer to provide professional and management support to the Operations Manager and be accountable for handling all Education complaints and enquiries received by the Council.
The successful candidate should have the ability to analyse and communicate complex information. Good influencing and negotiating skills are essential as is the ability to exercise and communicate professional judgement. Ability to de-escalate challenging situations with tact and sensitivity is essential. Excellent customer service, digital and administration skills are also essential for this post.
In depth knowledge of the underpinning legislation, regulation, policy and practice within an education service is essential. Experience of education within the public and/or private sectors is essential.
Educated to degree level or equivalent, although relevant substantive demonstrable experience can also be taken into account. A recognised qualification in coaching and counselling is desirable.
The post holder will be required to deal with members of the public who can be challenging/threatening/aggressive/angry or distressed/anxious/upset, which could have an effect on the post holder’s health and wellbeing.
The post holder will be responsible for: -
* the management and maintenance of data recording systems for statistical analysis, monitoring and tracking of complaints and interventions;
* building and maintaining the resource bank of relevant education legislation, policies, procedures and information that informs responses to advice enquiries, early resolutions and formal complaints;
* the creation, management, secure storage and safe disposal of complaints records to comply with Council Information Governance policies and procedures.
* supporting the Operations Manager by responding to enquiries from service users, officers (up to and including Director level), ad Elected Representatives in a consistent professional, quality driven, customer focused manner.
Please refer to the Advice & Complaints Officer Job Profile for a full description of duties and responsibilities.
We're committed to creating a workplace culture where all our people feel valued, included and able to be their best at work, and we recognise the benefits that a diverse workforce with different values, beliefs, experience, and backgrounds brings to us as an organisation.
As part of our goal to improve our organisational culture and create a great place to work together for the people of Edinburgh, we want to make sure that we’re bringing the best people into our roles, not just in their skills and experience but also in their approach to work.
To help achieve this, we’re changing the way we interview and assess candidates by moving from a competency-based interview approach to a behavioural and technical (skills for the job) based approach. This new way of interviewing will allow us to assess how you think and how you would bring Our Behaviours of Respect, Integrity and Flexibility into your ways of working.
You can find out more on Our Behaviours web page Our Behaviours – The City of Edinburgh Council
Our salary range typically reflects the initial starting salary and annually increases until it reaches the top of the range.
Happy to talk flexible working.
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