Customer Feedback Lead

Seven Resourcing are looking for a Customer Feedback Lead in debt recovery to work in Truro, Cornwall within the children’s social care team. This is a full time position and is paying £22.25 per hour for this role.

The role:

To lead, manage and monitor the Feedback and Complaints function, including

Freedom of Information (FOI) requests across Care and Wellbeing and Together for Families Directorates and the recording and investigation of data breaches in

compliance with the Information Commissioner’s Office (ICO). Ensuring that both

directorates comply with their respective complaints policies and corporate and legal timeframes in relation to feedback from the general public, MPs and Councillors.

To ensure there is an effective audit, feedback and learning loop in place of

complaints and data breach outcomes, as well as Freedom of Information request responses

To lead on Information Governance, providing specialist advice to team members and colleagues where it is relevant to all aspects of the teams workload and feedback process.

Sharing best practice and lessons learned in areas such as Business Privacy Impact Assessments and using the complaints process to develop and improve services via feedback received, ensuring this is fed into the appropriate Senior Management Teams and Directorate Leadership Teams, as well as directly to Heads of Service.

Key Responsibilities:

• Develop and maintain a robust Complaints policy and procedure for Care and Wellbeing and Together for Families, including a process which supports effective participation from children, young people and adults and lead the overall improvement of complaint handling.
• To oversee the first point of contact for all complaints and requests for information, working with service areas to ensure that, wherever possible, resolution is achieved at the earliest stage possible.
• Design and undertake an effective audit, feedback and learning loop of complaints and data breach outcomes, as well of Freedom of Information request responses, regularly reporting progress to the Standards Committee and other Committees as required 3 Information Classification: PUBLIC
• Manage a team of feedback officers ensuring high standards are met in their handling of complaints and feedback and complying with all aspects of Cornwall Council HR policy
• Record and investigate data breaches and near misses in compliance with legislation, identifying trends and themes as appropriate with the aim of mitigating against future instances
• Undertake decisions with regard to all complaints being aware of accountability and implications for the directorate both operationally and financial
• Monitor the team’s performance in all areas of information governance ensuring at least 93% of Freedom of Information request are dealt with within timeframe
• Collect and analyse data on Complaints, FOI and data breaches to be submitted to service areas and directorate performance meetings
• Develop and deliver regular information and training sessions targeted at team meetings enabling staff across directorates to ensure compliance
• To recruit, induct, and functionally supervise the Independent Persons (IPs) who are used to investigate stage 2 and Stage 3 review complaints.
• Allocation and briefing of investigators and following up of investigations to ensure that complaints are processed effectively within set timeframes and in line with procedures and regulations.
• To attend complaints adjudication meetings and to ensure all parties are clear of expectations and recorded and compliance monitored.
• Advise on all Information Governance related issues and implement Information Governance protocols
• Engage and respond to the annual Information Governance Toolkit assessment, ensuring evidence is available to prove the embedding of information governance within all services across the directorate
• Develop Information Protocols and Information Governance Action Plan in response to the Information Governance Toolkit
• Raise awareness with all senior managers of the need to ensure information governance is embedded in to practice from commissioning contracts to new project develop and all forms gathering personal information have privacy statements included as a matter of course.
• Collate and celebrate compliments via the directorate newsletter and through other means of communication
• Advice and guidance to CEO, Directors, Elected Members and senior managers
• Develop and present internal and external reports
• Monitor and analyse performance with the aim of ensuring continual improvement
• Lead on LGO requests within timeframes, facilitating responses from team managers which feeds into LGO requests and being the first point of contact for the LGO link officer
• Ensure attendance at relevant meetings such as Data Protection, FOI and Complaints committees and groups, and ad hoc items from Directorate meetings.
• Lead on the Research Governance Framework group to ensure suitable scrutiny of potential research requests
• Ensure directorate intranet pages on Information Governance are up to date and maintained

Applicant Requirements:

• Qualifications: Administration Experience
• Experience: 2+ years working within a similar role. 
• Compliance: Current Standard DBS check. 
• Travel: Clean UK driving license with the ability to commute to and from work independently.
• Hours: 37 hours p/w.

Working with Seven Social Care:

We have been helping social care professionals find exciting new roles for almost a decade, so we know exactly where to look when it comes to sourcing the best opportunities. We operate across the UK, and, with over 300 five-star reviews, multiple awards and amazing relationships with the biggest employers in UK social care, we give you the best chance of landing your next role.

We have a reputation for recruiting at lightning speed, however, we can only respond to candidates who meet the exact requirements of the position. If you have any queries about a role or application, please visit our website where our amazing candidate support team will be more than happy to help.