Complaints and Governance Officer

Flexible working

Role training

Paid travel time

Salary £31,406.53 - £33,961.39

Location Whitehall, Bristol with some home-working

Hours 35 hours per week

This is a {Advertised Permanent / Temporary}, {Advertised Full Time / Part Time} vacancy that will close in a month at 23:59 BST.

The Vacancy

Are you a confident communicator who has experience dealing with customers, resolving concerns and helping services learn from feedback and improve?

Do you have a passion for customer service, a strong attention to detail and the ability to respond sensitively to customers, colleagues and their families?

If so, there has never been a better time to join our values-led Charity and help shape a high-quality, safe and customer-focused complaints process.

About the role

We have an exciting opportunity for a Complaints and Governance Officer to lead Brunelcare’s centralised complaints process, including the handling, recording and monitoring of complaints across the Charity’s services in line with policies, agreed timescales and regulatory expectations.

You will work closely with colleagues across the Charity, supporting complaints investigation processes, keeping customers up-to-date and identifying and sharing learning from complaints to promote continuous improvement.

You will be responsible for leading and coordinating Brunelcare’s complaints activities, maintaining accurate and timely records and reporting on key findings, trends and learning to the Executive Team and Board.

Key responsibilities:

• Coordinate and support complaints investigations from acknowledgement through to resolution and learning.
• Work with colleagues across all of the Charity’s services to gather relevant information and agree appropriate complaints responses.
• Draft clear, timely and empathetic responses and be the key point of contact for complainants.
• Monitor complaints response timescales, required escalation, agreed resolutions and follow-up actions.
• Identify themes, trends and learning from complaints to support continuous improvement.
• Drive good complaints standards and handling throughout the Charity by providing guidance, sharing best practice and developing and delivering training.

About you

You are a professional with strong written communication skills, who possesses empathy and confidence in dealing with sensitive and complex issues.

You will have experience in customer service environments and the ability to liaise with individuals across the Charity and can challenge constructively and follow-up agreed actions.

It is essential that you have a keen eye for detail and strong organisational skills to support improvement and compliance.

To be successful in this role, you will have:

• Experience handling complaints, dealing with customers and undertaking complaints investigations.
• Strong written and verbal communication skills and the ability to build effective working relationships across teams
• A professional and sensitive approach when communicating with customers.
• Strong analytical skills with the ability to analyse information, identify trends and key issues, and develop learning and improvement plans.
• A proactive, resilient and improvement focused approach.
• An understanding of confidentiality, record keeping and the importance of effective complaint handling.
• Knowledge of relevant regulatory expectations, such as the Housing Ombudsman Complaint Handling Code or CQC requirements, would be advantageous.

Job Benefits 

• Competitive rates of pay

• Equivalent to 33 days of paid annual leave (inclusive of bank holidays), increasing to the equivalent of 36 after 5 years’ service (pro-rata)

• Access to a fully funded Medicash Health Plan to save up to £995 on health essentials; like going to the dentist or opticians and access to telephone and video GP appointments

• Free enhanced DBS Check

• Blue Light Card discount service, offering online and high street discounts

• Cycle to Work Scheme

• Company Sick Pay

• Care First Employee Assistance Programme (provides a range of free, confidential services) and in-house Mental Health First Aiders available

• £200 refer a friend bonus

Brunelcare is committed to equity, equality, diversity and inclusion, and this is embedded in our strategy and supported through our policies and processes. We welcome the opportunity to make reasonable adjustments where this would support you to make an application.

The Company

Established in 1941, Brunelcare is an award-winning Bristol based charity providing high-quality housing, care, and support for older people in the South West.

Today, across Bristol, South Gloucestershire, and Somerset, Brunelcare works to support people to remain as independent as possible, for as long as possible.

The extensive range of our services means that people can stay with us however their needs may change.

We are also widely recognised for our expertise and excellence in caring for people living with dementia, and for supporting their families.

As a charity, we do not pay dividends to shareholders, and any profit we make is reinvested back into the services we provide.

Documents

Alternatively, please sign in with...

Published

a day ago

Closing

in a month

{Expiry}