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Complaints & Improvement Officer

  • Location: West London
  • Salary: £2 to £18
  • Type: Contract
  • Posted: 80 days ago
  • Company: Dutton Recruitment


To be responsible for managing the corporate and departmental processes in relation to responding to Councillors' and Members of Parliaments' enquiries - ensuring that agreed deadlines are observed and that timely performance information is available to the Head of Service, Departmental Management Meetings (DMM) and Divisional Management Team (DMT) as appropriate
To facilitate and administer divisional projects and project boards including, but not limited to Health & Safety and Welfare Reform
To administer the Customer Services Improvement Project and additional service improvement and organisational change as required
To be responsible for the provision of a confidential and personal, secretarial and administrative support service to the Head of Housing Solutions and other Senior Managers as required.


To provide complete personal and confidential secretarial and administrative support services to the Head of Service. To ensure all "working papers" are available for meetings and stored in an orderly and easily accessible manner to assist the Head of Service in the execution of day-to-day tasks.
To maintain a high level of understanding of the functions and operational matters of the Department in order to be able to prioritise workload in terms of importance and urgency.
To act as the co-ordinator for the regular meetings of DMM and other Divisional meetings at the direction of the Head of Service - by agenda planning, taking minutes as required, circulating action sheets and undertaking any follow up action as appropriate ensuring that at all times corporate due processes are followed and advising management team colleagues on these as appropriate.
To sort and prioritise all incoming mail including:
Acknowledging and sending replies as appropriate,
Operating a bring-forward reminder system to ensure actions are within timescales required by Council and Departmental procedures and
Redirecting correspondence to other Sections/Divisions as necessary.
To respond appropriately to all incoming telephone calls; to determine which calls need the personal attention of the Head of Service, to be proactive in assisting callers, replying to queries and giving advice where appropriate; re-routing calls as necessary and to maintain a clear and concise "message book" system.
To deal as a matter of priority with correspondence and telephone enquiries involving Councillors, Members of Parliament, Directors and Managers of outside organisations and members of the public; to be responsible for progressing Members' enquiries in accordance with due processes by gathering information, liaising with officers concerned, coordinating and drafting replies as required.
To deal co-ordinate and deal efficiently with customer complaints ensuring correct assignment, co-ordination and completion within corporate timescales. Ensuring quality checks are carried out as appropriate
To co-ordinate responses to Freedom of Information requests. Gathering and collating information and preparing responses for sign off by Head of Service and Director Housing, Growth & Strategy.
To liaise with Senior Officers, Senior Managers, Councillors, Members of Parliament, Senior Officers of other Departments, Authorities, Central Government Officers and Directors of outside companies.
To expedite, where appropriate, matters being dealt with by the Head of Service and keep her/him informed of the progress. To ensure that all urgent matters relating to the work of the Head of Service are passed to the appropriate Senior Officer for progression during his/her absence on leave etc.
To undertake detailed project work including engaging with stakeholders, developing project plans and leading on deliverables as appropriate
To facilitate and administer project boards as required to include, but not limited to, Health & Safety and Welfare Reform
To administer the Health & Safety Work Plan. Completing relevant checks as agreed by the Health & safety Project Board as part of the overall Service Standards.
To facilitate the Customer Services Improvement Project and contribute to overall service reviews and service improvement
To maintain electronic calendars and manage diaries for the Head of Service to maintain an up to date movement schedule of all Divisional Service Managers.
To be responsible for arranging appointments and meetings with staff, officers, and with other organisations as necessary. Ensuring that papers and all supporting material for such meetings are available and circulated. To arrange attendance at functions, seminars and conferences; arrange travel and expenses.
To liaise with DMM members, maintaining a "reminder" system on matters affecting them ensuring that they are kept aware of tasks and deadlines etc.
To maintain a weekly absence record for all officers directly reporting to the Head of Service.
To provide high quality shorthand, audio and word-processing services to the Head of service; to type Committee Reports and all other reports and correspondence, ensuring that strict confidentiality and security of sensitive and confidential material is maintained.
To maintain an effective, up to date, filing systems for the easy retrieval of information;
to arrange archiving of "dormant" files; to ensure that material of a sensitive and
confidential nature concerning staff, clients, and documents restricted to Senior
Management is maintained securely at all times.

For further information please email [email removed] or call our Romford Branch on 01708 380 820