Assistant Investigator LBS-008

SOUTHWARK COUNCIL

JOB DESCRIPTION

  Job Title: Grade: Department: Division: Reporting to

Assistant Investigator 8 Housing Department Customer Experience Complaints Manager

Job Purpose

To assist in the investigation of complex complaints made under the Council�s Corporate Complaints process.

To assist in the investigation and response to enquiries made by the Local Government Ombudsman (LGO).

To carry out non-complex investigations in line with the Council�s overall vision, values and strategic aims, ensuring that excellent customer service is delivered.

Provide guidance support and advice on the conduct of individual cases to administrative staff.

PRINCIPAL ACCOUNTABILITIES

To strive to achieve an excellent dispute resolution service.

To deveope a sense of pride and passion and a �can do� attitude, to reduce the number of complex investigations being completed and focussing staff on providing services �right first time�.

To assist in the investigation and response to complaints made at Stages two and three of the Council�s Corporate Complaints procedure, and enquiries from the Local Government Ombudsman.

Ensure that the investigation process continuously improves to reflect best practice.

To make compensation awards early on in the procedure thus minimising costs to the Council.

To assist in the drafting of the Tribunal decisions and deal with any queries arising from the clients and panel members.  Ensure that all decisions comply with the requirements of the Tribunal Rules, procedures and legal framework.

To participate in building effective ongoing relationships with all internal service managers across the Council that promote continued improvement, service development and supports the Council�s efficiency agenda.  So that service providers across the Council learn from complaints and exploit all opportunities to use the information to enhance and improve service delivery and thereby improve customer satisfaction.

To develop and maintain an appropriate profile and build effective working relationships with key stakeholders, the Ombudsman, Members, service providers, other local authorities, Government Departments and the wider community in order to facilitate the delivery of high quality services that meet user needs.

Job content

Investigate or assist with investigation of all complaints / Ombudsman enquiries in line with the council�s complaint policy, including:

Reviewing computer and paper records as required.

Interviewing the complainant, council officers and other interested parties.

Carrying out home and site visits were necessary.

Ensuring that the action taken by business units complies with relevant policies and procedures and legislative requirements.

Negotiating with the Local Government Ombudsman and working with service areas to negotiate the settlement of Ombudsman complaints.

Drafting a response to the complaint / Ombudsman enquiry that presents complex arguments in an accessible and readable format.

By learning lessons from complaints, recommending action and improvement plans to management with the aim to improve service delivery and identifying any cost savings.

Monitor the implementation of decisions and recommendations arising from complaint investigations.

To ensure that compensation awards are considered and paid in appropriate cases. To ensure that all awards are monitored and that the cost savings associated with making timely awards are reported.

Provide advice and assistance to customers in respect of the Complaints Procedure.

To collate and report to the management team all relevant performance information.

To provide advice on polices and procedures to all areas of the council and to external bodies and customers.

Prepare and present information on procedures and policies when required to do so.

To ensure that all investigations are carried out in accordance with the Council�s Equality and Diversity Policy and works towards the priorities set out in the Race Equalities scheme.

To undertake special projects/research and assist with initiatives that highlight the work and profile of the Unit.

Undertake any other duties commensurate with the level and grade of the post as may be requested from time to time.

Job Context

The Council is continuing a program of modernisation and change to deliver on a number of key objectives with the aim of facilitating the Council in moving to become a modern, customer-oriented and learning organisation.

MANAGEMENT RESPONSIBILITY

The post formally reports to the Complaints Manager.

WORK COMPLEXITY/CREATIVE WORK

The post holder will make a contribution to the strategic development of the Council�s approach to improving customer service, and using customer insight to develop and improve services.

The post holder will need to be able to understand and interpret legislation, prepare concise factual reports, provide rational options for decisions and where necessary effectively present these to the complainant, Senior Officers, Members and the Ombudsman on behalf of the Council.

The post holder will be creative and analytical and make rational recommendations as to appropriate actions, including the payment of compensation.

The post holder will assist in organisational learning from complaints

The post holder will organise and manage their work, ensuring delivery of training and technical guidance to all relevant staff.

Contacts

The post holder will have regular contact with the complaints

The post holder will be required to work with Managers within the Authority to promote the policies and procedures of good practice.

The post holder will be required to maintain and promote liaison with internal and external stakeholders in order to enhance the Council�s performance, reputation and image.

The post holder will also be in contact with external bodies including the complainant and organisations representing that person.

Health AND SAFETY AT WORK ACTS

The job holder is required to take reasonable care for the safety and health of themselves and others who may be affected by their acts; and to co-ordinate with management in the promotion and maintenance of health and safety measures.

Establish the necessary procedures to ensure that adequate information, instruction, training and supervision is provided for all staff reporting to this post.

EQUALITY

The post holder must demonstrate commitment and enthusiasm to promote the principle of equality in employment and service delivery. The post holder must be familiar with and promote the Equality and Diversity Policy.

The post holder must promote equality in the workplace and set the tone for the behaviour between colleagues.

performance Appraisal and Investors in People

The post holder must demonstrate commitment and enthusiasm to the Council�s corporate objectives of Performance appraisal and Investors in People.

Special conditions

The grade of the post has been set at Grade xx using the Council�s local grading scheme.

Contractual hours of duty are in accordance with the needs of the service with a minimum of 36 per week.

Customer Focus

Right first time service delivery

 Can do attitude and demonstrable ownership and responsibility

 Passion, drive and commitment

 Service delivery which is focussed on the customer and shaped by putting yourself in the customer�s shoes

 Strong communication skills and ability to communicate in a range of formats

 Strong commitment to corporate working, team working and joint working with internal and external stakeholders

 Flexible attitude, always prepared to go the extra mile

Performance Management for middle and senior managers

Taking responsibility to deliver successful conclusions

 A strong commitment to always doing what you say you will do

 Target driven and solution orientated

 Target setting which makes a positive difference to the customer experience

 Robust challenger of poor performance

 Constant striving for improvement

 Leadership which sets the example and modelling of positive behaviours

 Supporting individuals to fulfil their full potential and celebrating success

 Benchmarking standards and looking to replicate excellent service delivery

Innovation and motivation