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Corporate Complaints, Learning and Improvement Manager RBKC616184

The Royal Borough of Kensington & Chelsea Council
Kensington and Chelsea, London (Greater)
£64,929 - £74,220 per annum
Closing date
6 May 2024

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Job Details

Develop positive partnerships with the voluntary groups that work in our communities

At the Royal Borough of Kensington and Chelsea, we put local people, businesses, organisations and voluntary groups at the heart of everything we do, working alongside them to provide quality services that are responsive and effective. Committed to acting with openness, honesty and compassion, we aim to listen and understand in a way that is respectful, encourages involvement and meets the needs of our diverse communities.

The Role:

As the leader overseeing complaints across various sectors such as housing, social care, parks, and highways within the borough, you will spearhead our dedication to exceptional customer service. This pivotal role encompasses direct management of corporate complaint systems and processes, as well as oversight of the supporting team. Responsibilities involve coordinating responses to inquiries, drafting decisions, and managing cases addressed by the Local Government Ombudsman. Your contribution will be instrumental in maintaining our reputation for transparency, accountability, and responsiveness.

At the same time, we’ll look to you to build and maintain relationships across the organisation, to ensure we not only rigorously investigate and resolve complaints, but have systems in place for learning and service improvement. Acting as the customer advocate, you'll leverage their feedback to drive organisational improvement and cultivate a culture that values complaints as opportunities for growth. Expect to spend considerable time analysing both local and national data, as well as horizon-scanning and preparing comprehensive reports. 

Please refer to the Job Description for more information 

About You:

A role of this importance demands exceptional leadership skills. The challenge isn’t just to understand the issues; you must also handle them in a supportive and constructive way. So while you’ll need strong technical and analytical abilities to process data, you’ll also need exceptional powers of communication, adapting your style to inspire and motivate different audiences. Your ability to influence all types of people across the organisation will be essential in driving positive change and implementing best practice. 

You’re likely to have extensive experience within a customer service organisation, where you will have used a variety of methods for obtaining feedback and processing complaints. You will also be able to point to a record of driving innovative improvement initiatives. Awareness of the legal frameworks for the handling of complaints dealt with by local government is important.

To apply please click the Apply Now link below.


Company info
020 7361 3000
Town Hall
Hornton Street

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