CYP Resolution Manager

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Job Description

• Suffolk County Council - Endeavour House, Ipswich, IP1 2BX - Hybrid
• £45,380 - £55,634 per annum (pro rata if part time)
• 37 hours per week - Flexible working options available
• Permanent

We're passionate about improving the future for our customers, our communities and the environment. If you are too, join us as a CYP Resolution Manager and make a huge and meaningful impact. Your innovation and drive will help us to continue improving and evolving. Our opportunities and support will enable you to make a difference and leave a positive, lasting legacy.

Reimagine the possibilities.

Your role and responsibilities

You will:

• manage and supervise the day-to-day operation of the Resolution Team.
• case manage the end to end resolution of statutory complaints across the council and provide expertise to staff and councillors in managing statutory complaints in accordance with statutory and legislative guidelines and promoting best practise and continuous improvement.
• provide expert advice and professional judgement on appropriate approach to complaints resolution that is consistent with upholding customer rights and expectations as well as achieving realistic outcomes.
• use extensive skill-set to apply a problem-solving, outcome based approach to managing and resolving statutory complaints.
• promote the principles of mediation and other forms of alternative dispute resolution in resolving complaints and concerns as close to the point of contact as possible.
• undertake formal Stage 2 or 'in depth' complaint investigations as and when required.
• formulate and provide regular data and insight to help drive learning and continuous improvements across the organisation.
• co-ordinate and chair / attend formal complaint investigations and Stage 3 Review Panels when required.
• make decisions on 'Looked after children' placement freeze requests.
• manage the training and development of Investigating Officers and Independent Persons ensuring a pool is retained with sufficient quality and skill-set to support statutory requirements.
• provide and deliver training workshops to newly appointed social workers and councillors.

You will need

• Suitable professional qualification at post graduate or equivalent experience
• Experience of managing a team, to motivate, develop and train
• Oversight to resolve matters and efficiently and effectively
• High standard of quality assurance to own work and others

You can view a full list of requirements in the Job and Person Profile (docx). If you believe you can succeed in this role, apply. Even if you don't meet all requirements, still apply. We would appreciate the opportunity to consider your application.

The team

This role sits in a key position, reporting into both the Councils Customer Experience Service and Children and Young People Services, benefiting from the support and expertise of the Councils existing Complaints, Compliments and Comments service (Customer Rights), whilst having autonomy and influence in the CYP directorate, to effectively manage customer dissatisfaction, resolution and service improvement.

Empowering Everyone

We're big believers in potential, possibility and the power of different ideas. We're always searching for ways to encourage, respect and enable everyone to be the best they can be. We want to represent the diverse communities we serve. We welcome applications from all individuals, especially those from groups that are currently underrepresented in the organisation, as shown in our Workforce Equality Report

For more information

Please contact Wendy Allen (she/her) for a casual conversation. You can reach them by emailing wendy.allen@suffolk.gov.uk

How to apply

Step 1 - Read the Job and Person Profile (JPP) (docx)

Step 2 - Click 'Apply Now' to start your online application.

Step 3 - Upload asupporting statementanswering the following questions below (no more than 400 words per question). You should use the Supporting Statement template.

1. Tell me about a complex complaint you managed. What approach did you take to resolve it, and what was the outcome?
2. Describe a situation where you had to lead a team through a significant change in processes or policies. How did you ensure the team remained motivated and committed to the new way of working?
3. Tell me about a situation where you had to manage a high-risk case. How did you approach it, and what steps did you take to mitigate the risks?
4. Describe a situation where you used mediation or alternative dispute resolution techniques to resolve a complaint. What was your approach, and what was the outcome?
5. Tell me about a time when you had to develop and deliver training to staff or councillors. How did you ensure the training was effective and well-received?

Please note: Without a supporting statement, your interest will not be progressed. Any supporting documents must be in either PDF or MS Word format. If you would like an adjustment to this process due to a disability, please contact us at 03456 014412 or recruitment@suffolk.gov.uk

Closing date: 11.30pm, 29 September 2024

This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS (Disclosure and Barring Service) checks or police vetting will be required for relevant posts. #LI-Hybrid

About Us

As a modern and effective council, we offer a wide variety of careers to suit people with a range of skills, abilities and ambitions. We offer working options that flex to reflect the way people work today and take the time to understand and support your individual needs. We're driven to make a positive difference to the world around us and encourage everyone with drive and focus to join us and build an influential and impactful career. Reimagine the possibilities.

In return, you'll enjoy:

• up to 29 days annual leave entitlement (pro rata), plus UK bank holidays and two paid volunteering days
• membership of a competitive Local Government Pension Scheme (LGPS)
• travel, lifestyle, health and wellbeing benefits
• performance-related annual pay progression, in addition to an annual cost-of-living pay increase
• training and encouragement to expand your knowledge
• a variety of career development opportunities across our organisation
• diverse and active staff networks
• flexible working options, with the right to request flexible working from your first day

Plus lots more!

If you want to know more about our benefits, values and equality commitments please visit our Suffolk County Council careers website (careers.Suffolk.gov.uk).