Programme Manager - Complaints and Member Enquiries

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About The Role

Are you passionate about making a real difference in your community? Here's your chance to play a pivotal role in reshaping how we handle and act in response to residents' complaints. At Islington, we're on an exciting journey to transform our complaints service, ensuring that every resident receives timely, efficient, and quality responses.

Working under the visionary leadership of the Corporate Director of Community Engagement and Wellbeing, you'll collaborate with Corporate Directors and Members to ascertain and implement innovative solutions for enhancing resident correspondence. Your mission: to advocate for essential changes, streamline complaints management processes, and deliver strategic outcomes that elevate resident satisfaction and drive our council's success.

This is an exciting opportunity to be part of a team that is making a real difference in the community. Join us in creating a more responsive and effective service for our community!

We appreciate and value our employees and recognise the importance of a motivated and supported workforce. We offer excellent benefits such as:

• Up to 31 days leave per year (increasing to 36 days after five years of local government service)
• 35-hour working week
• A range of flexible working arrangements
• Excellent pension scheme
• Competitive pay - and a commitment to paying all staff including apprentices a minimum of the London Living Wage
• Annual season ticket loan
• Cycle to Work scheme and discounted gym memberships
• Personal computer incentive scheme
• Local discounts from restaurants, shops, health and beauty therapists, and more.

For further information or for an informal conversation about the post, please contact:

Raj Chand, Corporate Director Community Engagement and Wellbeing

[email protected]

Working for the team, service and our organisation

Islington is a place rich with diversity and culture. As a council our sense of purpose couldn't be clearer: we serve. It's in the logo. We are committed to challenging inequality in the borough and as one of the largest employers we know that to look after the place and the planet, we have to look after our people. Together we can change the future.

We are determined to create a more equal Islington, where everyone who lives here has an equal chance to thrive.

To do this, everyone who works at Islington Council lives by a set of values which guide us in everything that we do: collaborative, ambitious, resourceful, and empowering. They spell out 'CARE', which is what we think public service is all about.

Watch our video to hear more about our mission and how you can help us achieve it from the Leader of the Council, Cllr Kaya Comer-Schwartz.

Recruitment information

It is the policy of Islington Council that no user of service, present or future employee or job applicant receives less favourable treatment on the grounds of their sex, perceived or actual sexual orientation, marital status, race, religion or belief, age, creed, colour, nationality, national origin, ethnic origin, or disability, or on the grounds of their association with someone in one of these groups; nor is disadvantaged by any conditions or requirements which cannot be shown to be justified. We welcome applications from Black and Minority Ethnic candidates and acknowledge our responsibility to mitigate against racial discrimination.

Islington Council operates a guaranteed interview scheme for candidates with disabilities who meet the minimum criteria and we are committed to providing support to applicants who request reasonable adjustments to be made during the recruitment process and throughout their career with us.

We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults, and expects all staff, and volunteers to share this commitment. Some posts are subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

The post is subject to a qualifications check and 3 years referencing.

Please note: Priority will be given to those at risk of redundancy within Islington Council. Current employees who are part of the redeployment pool must meet the essential criteria for shortlisting to be prioritised.