Complaints & Members Enquiries Manager (NS)

As the Council has a normal retirement age of 65, the maximum age for recruiting new employees will usually be 64 1/2.

Newham is one of London’s most diverse boroughs and host to the 2012 Olympics. We have openings for talented individuals who share our commitment to making Newham a place where people choose to live and work.

The Customer Complaints & Members Enquiries team is a new multi disciplinary team responsible for managing the Council’s complaints service, Ombudsman enquiries, Member/MP enquiries, Freedom of Information and Data Protection Act enquiries. This post will take the lead for issues relating to the neighbourhood, environment and housing issues with the opportunity to expand into other areas

As the Complaints and Member Enquiries Manager, you will play a key role in driving forward the changes needed to ensure the new team is a success and is best placed to support service improvements for Newham’s residents. You will manage a team responsible for working with the council’s services to resolve issues effectively. This will include investigating complaints and member enquiries. You will have proved yourself capable of managing in a similar customer focused environment. You will have evidence of managing staff, good analytical, investigative and problem solving skills, as well as putting in place systems and processes to ensure a high performing team. You will be responsible for analysing data, identifying trends, monitoring quality and working with partners and services to support them in ensuring high performing services and effective resolution of issues. Experience and knowledge of environment, housing and community safety issues will be an advantage.

For an informal discussion about this opportunity, please contact Debbie Forde on 020 3373 1252.

The Council reserves the right to close adverts early if there is a large response.