Executive Officer(EO) - Band D

Job Description

Our public sector client based in Birmingham is looking for an executive officer to join their team as a complaints officer. This is currently a temporary role until January 2025, but it is highly likely to be extended. This is a full-time role, Monday to Friday, 37 hours per week. The pay rate for the role will start at £12.74 per hour and it will increase to £14.09 at week 13.

This role will be fully office based in Birmingham City Centre.

Your main role will be to investigate tier 2 complaints and draft responses for the Public Guardian and Senior Leadership Team, in particular correspondence sent directly to the Public Guardian by customers and MPs and provide assistance to Parliamentary and Health Service Ombudsman (PHSO) enquiries. You will also be required to draft responses on behalf of MOJ and OPG ministers. Day to day duties will include :

Investigate and respond to complaints and correspondence within 10 working days and actively seek feedback on your letters to ensure continuous improvement

Draft responses and submissions for Ministers and provide assistance to independent Ombudsman enquiries

Liaise with teams across OPG including legal, information assurance and policy teams to help resolve complaints, seeking up to date and relevant information to strengthen complaint responses

Provide feedback to relevant business areas to ensure the reasons for complaints are resolved.

Manage the OPG Complaints inbox to a high standard; red flagging tier 2 complaints to be allocated to team members via folders within inbox; identifying which complaints team or area to send other complaints / queries and send these on accordingly.

Build relationships and work with teams across the organisation to resolve these problems, looking to reduce or eliminate similar complaints in the future - attend appropriate workshops on process changes to provide a complaints / customer perspective

Provide advice via email, on the phone or in person on how best a complaint should be handled, to include information on quality, content, handling strategy etc. including Birmingham and Nottingham Offices.

Provide complaints data to the wider business to assist with ongoing customer focused work and priorities.

Provide support and guidance and deliver bespoke complaints training to tier 1 complaints teams and other teams as necessary

Review complaints via email and post / hard copy to assess which team holds responsibility to respond, and ensure complaints are scanned and send to teams in an efficient manner

Attend relevant meetings with both colleagues and senior leaders and act as a complaints representative as required

The ideal candidate for this role will have the following experience :

Previous experience of complaint handling

Excellent written and verbal communication skills with the ability to present complex messages to a range of audiences

IT skills including proficiency in MS Word, Excel and Outlook.

Experience of working to tight deadlines