Complaints, Information and Mediation Officer

2
30 October 2019
Fixed Term
Full Time, Part Time
12 Months
County Hall, Loughborough Road, West Bridgford, Nottingham, NG2 7QP
Chief Executive's
15 November 2019
 

Corporate governance has never been more important than it is today especially in local government. The work of the Complaints and Information Team plays a key role in helping the council demonstrate fairness, transparency and accountability. The Complaints, Information and Mediation Officers (CIMOs) have a pivotal role in this.

We are recruiting to one full time 37 hour post and 1 part time 18.5 hour post. 

We are looking for an experienced, energetic and tenacious team member who has the ability and commitment to fulfil the wide remit of this role. This covers complaints across all areas of council services, access to records requests and Freedom of Information Act requests. The role is generic and you will be expected work flexibly and to cover all three areas of work across the team however your initial focus will be the complaints work of the team.

Current experience of local authority complaint handling, with evidence of handling complex, adult and children’s social care complaints within a local authority setting is preferred.

We are seeking an experienced and high calibre candidate with sound analytical and excellent interpersonal skills. You will manage your own caseload and be responsible for the judgements applied in individual cases. You will need to have recent experience of managing a varied caseload and working to deadlines as well as a proven track record of producing high quality written work and have good attention to detail. The role requires you to demonstrate excellent communication skills, with the ability to engage effectively with members of the public, operational managers within the council and external partner agencies. The nature of the work can be challenging and so resilience and a positive approach to teamwork is important, and you will be working in a supportive and flexible team.

The Complaints and Information Team is based at County Hall and has a recognised role in supporting the council’s business. 

For further information about the posts or for an informal discussion please contact Denise Makar or Kimberley Kelly on 0115 977 2788.

This post is also available as a secondment. You must seek approval from your line manager before applying.  

Disabled applicants who meet the essential shortlisting requirements will be guaranteed an interview. A job share scheme is available for all full-time posts: both permanent and temporary, unless otherwise stated. We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and we expect all staff to share this commitment and undergo appropriate checks.

Nottinghamshire County Council strives to ensure that it goes beyond the requirements of the Equalities Act and prides itself on being accredited as a Disability Confident Leader Organisation.

Therefore, the County Council encourages applications from all, irrespective of gender, marital status, disability, race, religion, belief, pregnancy and maternity status, age or sexual orientation.

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This vacancy is closed to applications.