Education and Inclusion Complaints Manager | Complaints & Appeals | Preston

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Job Description

Salary £43,421 - £48,474 per annum | Permanent | Full Time, 37 hours per week | County Hall Preston |

Pay Award Pending

International Sponsorship - this role is not open to international sponsorship

Lancashire County Council is dedicated to providing an exceptional service. We are committed to transparency, accountability, and continuous improvement. To support these values, we are seeking a dynamic and experienced Complaint and Appeals Manager to join our team.

As the Complaint and Appeals Manager, you will be responsible for managing highly complex and high-risk complaints, working closely with the Inclusion Service. You will play a key role in identifying trends and areas for improvement, helping to enhance the overall quality of our services.

You will:

• Deliver and manage complex and high-risk complaint investigations and supporting special needs and disabilities related activities subject to Ombudsman enquires / investigations, to meet service requirements and ensure the best outcomes for parents, children, and the Council.
• Provide technical assurance and support the preparation standards, policies and procedures within Education and Inclusion and Complaints Teams, ensuring compliance with best practice, relevant legislation and Council policy frameworks.
• Shape and influence service planning and budgets, using expertise to identify relevant customer, professional or legislative trends that may impact on delivery.
• Produce and analyse internal service and management information to contribute to the development of improved customer information, and innovative working practices.
• Lead on the development and delivery of specific small to medium improvement projects as a result of learning from complaints, to meet a defined objective to contribute to the continuous improvement of services.
• Design, develop and deliver formal and informal technical training programmes for Education / Inclusion staff and schools and the NHS, to ensure best practice is delivered.
• Build partnerships/networks both internally and externally to shape and improve multi-agency service delivery for Education Health and Care Plans and the management of complaints, as well as use of best practice.

This is a hybrid position with working hours between Monday to Friday. If you are interested, or for an informal discussion, please either contact Angela Esslinger on 01772 533950 at angela.esslinger@lancashire.gov.uk by no later than midnight on Friday 1 November 2024

If you're already a Lancashire County Council employee you must apply via the internal vacancies option on Oracle Fusion. You can do this by logging into Oracle Fusion and then going to Me - Current Jobs.

Please ensure you have uploaded and attached your supporting statement to evidence how you meet the criteria for the role. The panel may be unable to shortlist you for interview without this evidence.

You will be required to provide a car for use in connection with the duties of this post and must be insured for business use. However, we may consider you if you cannot drive because of a disability.

In return Lancashire County Council offers a range of benefits, which can be found on LCC Vacancies website.

We reserve the right to close down a vacancy early, before the closing date, if we receive sufficient applications.

Job Description and Person Specification