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We are looking for an experienced, improvement-focused manager to lead our Complaints &amp; Members Enquiries team. This is a key middle-management role with corporate reach helping to ensure complaints and Member Enquiries are handled consistently, lawfully, and with a strong focus on resolution, learning and service improvement. 
 
About the role 
 
You’ll lead a small team delivering high-quality corporate complaints and Member Enquiries work across the organisation (including coordinated complaints, statutory complaints and Ombudsman complaints). You’ll also work proactively with services to reduce avoidable complaints and escalation by improving customer experience and fixing root causes. 
 
This is a high-profile role with regular engagement with senior officers and elected members requiring strong judgement, confidence with data and performance reporting, and an ability to influence at pace. 
 
What you’ll be doing 
 
You will: 
 
 - Lead and motivate the team to deliver performance targets for Member Enquiries (MEQs) and complaints across corporate and departmental areas. 
 - Oversee corporate delivery for co-ordinated complaints, statutory complaints and Ombudsman complaints, including managing the Council’s relationship with the Local Government &amp; Social Care Ombudsman (LGSCO). 
 - Act as case management system product owner, working with services and Digital colleagues to improve automation, insight and system performance. 
 - Drive continuous improvement: redesign processes, strengthen governance, tackle non-compliance, and embed learning and action planning with services. 
 - Lead on analysis and reporting—spotting themes, causes and opportunities for improvement, and presenting insight to senior leadership and political forums (e.g. DMTs, briefings and boards). 
 - Horizon scan for best practice and legislative / policy change in the complaints and Ombudsman landscape, translating learning into practical operational improvements. 
 
What we’re looking for 
 
You’ll bring: 
 
 - Strong people leadership—able to coach, motivate and set clear expectations and performance standards. 
 - Extensive experience of complaint handling in a public sector (or similarly complex) environment, including statutory and Ombudsman complaints. 
 - Proven service improvement and change management capability with evidence of tangible results. 
 - Confidence using data and insight to drive improvement, produce clear reports, and present to senior stakeholders. 
 - Excellent stakeholder management skills, including an understanding of local government decision-making and the different roles of members and officers. 
 - Budget and resource management capability, with an eye on value, prioritisation and outcomes. 
 - A customer-focused, resolution-based mindset—and the ability to communicate clearly and courteously with residents in spoken English. 
 
Desirable: experience of digitally transforming access to services, particularly for customers who may need additional support or adjustments. 
 
Contact Details - 
 
If you would like to know more about the role, please contact Lucy Nasby on 02081323001 for an informal discussion or to arrange a visit to the team. 
 
If you have any difficulties accessing this information, please contact Andrea Walkerdine at <a href="mailto:andrea.walkerdine@enfield.gov.uk" target="_blank">andrea.walkerdine@enfield.gov.uk</a> or on 020 8132 1022. 
 
We do not see your name or title when shortlisting your application. This is one of many initiatives to build a more talented and diverse workforce. However, if you put your name on your CV or Statement it will be visible to us. For this reason, we ask that you do not include your name on these documents. Please note it is your responses to the Essential/Desirable criteria, as detailed in the Job Description and Person Specification which is available on the job advert, that will determine if you are shortlisted for an interview, therefore we encourage you to always address the essential and desirable criteria in your application/CV. 
 
We are passionate about our people and how we deliver services to our community in Enfield. That’s why we encourage a culture that puts our customers at the heart of everything we do - by empowering our people to work together to find solutions, be open, honest and respectful, take responsibility and listen and learn. If you value these behaviours too, we’d love to hear from you - and of course we are always happy to talk flexible working, click here to find out more. 
 
Why it's great to work for Enfield Council: 
 
 - An excellent pension through the Local Government Pension Scheme (LGPS). 
 - Up to 32 days annual leave depending on grade and length of service. You will also get eight public holidays per year and an extra day off at Christmas. 
 - A blend of remote and office based working for most roles. 
 - Interest free season ticket loan repayable over three or ten months. 
 - Career development and learning experiences from a range of training courses and learning methods. 
 - Employee Assistance Programme to provide advice and counselling services. This is a free and confidential service available to staff and members of their family. 
 - Health and leisure discounts and tax-free bikes for work. 
 - 1 month's paid sabbatical for registered Social Workers working in Children's Social Care. 
 
We reserve the right to close this vacancy once a sufficient number of applications have been received. Therefore, we advise that you complete fully and submit your application as soon as possible to avoid disappointment. 
 
If you have previously applied for this role within the past 6 months, unfortunately, a second application will not be considered.

London Borough of Enfield

Corporate Complaints & Member Enquiries Manager

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Service Manager for the Independent Reviewing Team Grade 11- Grade 11- £66378- £73602pa The post holder will be the operational lead for the delivery of statutory Independent Reviewing Officer Service ensuring they undertake their responsibility to monitor and improve the quality of social work practice in line with current legislation, guidance and good practice. The post holder will be the operational lead for the delivery of statutory Independent Reviewing Officer Service ensuring they undertake their responsibility to monitor and improve the quality of social work practice in line with current legislation, guidance and good practice.&nbsp; <ul><li>Ensure compliance with the statutory duties for the delivery of child protection, Child in Need, and Child in Care reviews.&nbsp;</li> <li>Provides strategic oversight, support and advice to operational services within the Starting Well Department Children’s social care in line with national guidance.</li> <li>Leads a robust child-focused service that contributes to keeping children in Havering safe and achieves improved outcomes by promoting high standards of practice in planning and reviewing arrangements for the protection and care of children. Implements, delivers and monitors practice under the Quality Assurance Framework (QAF) providing challenge and embedding practice improvements to ensure positive outcomes. This will include undertaking audits as necessary.&nbsp;</li> <li>Ensures compliance with relevant management information requirements for all national and local performance indicators and to establish plans to improve performance where required. This will include tracking team performance, weekly performance data and analysis and producing assurance reports for the Senior Management Team as delegated by the Head of Service for Practice or other senior leaders as required.&nbsp;</li> </ul> About You The successful candidate will be a confident and compassionate leader who demonstrates integrity, professionalism and a strong commitment to improving outcomes for children and families. You will be highly skilled in building respectful relationships, working systemically and influencing practice across a range of services and agencies, ensuring that the voice of the child remains central to all decision-making. Essential Qualifications and Experience <ul><li>A recognised social work qualification and current registration with Social Work England.</li> <li>Extensive post-qualification experience within statutory children’s services, including evidence of continuous professional development.</li> <li>Proven experience of working strategically and operationally at management level, with a track record of driving practice improvement and delivering positive outcomes.</li> <li>Demonstrable experience of managing complex change within large organisations and influencing service provision across partner agencies.</li> <li>Experience of chairing complex meetings and maintaining independence in escalating practice concerns, including liaison with CAFCASS in line with statutory guidance.</li> </ul> Key Qualities and Attributes <ul><li>Strong leadership skills with the ability to inspire, motivate and support a team of qualified and experienced social workers.</li> <li>Excellent communication skills, both written and verbal, with the ability to produce high-quality reports for a range of audiences including senior leaders.</li> <li>Ability to provide constructive challenge and professional advice to improve practice standards.</li> <li>A commitment to equality, diversity and inclusion, ensuring these principles are embedded in all aspects of service delivery.</li> <li>Resilience and adaptability to work effectively in a changing environment, embracing innovation and continuous improvement.</li> </ul> Non-Negotiable Qualities <ul><li>Child-centred approach with a relentless focus on safeguarding and improving outcomes.</li> <li>Professional integrity and independence in decision-making.</li> <li>Ability to work collaboratively while maintaining accountability for statutory responsibilities.</li> </ul> Commitment to the Council’s iCare values and behaviours in all aspects of work. Please view Job Profilehere For an informal discussion about the post, please contact &nbsp;<a href="mailto:Charmaine.malcolm@havering.gov.uk" target="_blank">Charmaine.malcolm@havering.gov.uk</a> The closing date for the receipt of applications is 23.01.2026 however interest in this job may be high and we therefore reserve the right to close the vacancy early. You will be notified if your application has been successful. &nbsp;Interview date to be confirmed. Should you require any help or advice with your online application, please contact the Recruitment Helpdesk on 01708 432770 &nbsp; Additional Information We want everyone to choose Havering. When you apply for a job with us, your application is considered on its merits regardless of your age, disability, ethnicity, faith, gender identity or sexual orientation. Our residents and service users come from all walks of life, and so do our employees. Find out what it means to Choose Havering. The London Borough of Havering has important responsibilities for safeguarding and promoting the welfare of children, young people and vulnerable adults. If you are appointed to a job that involves working with these groups, you may be subject to a Disclosure and Barring Service (DBS) check. Please attach your supporting statement, explaining in no more than x2 A4 sides why and how you meet the criteria for this role. We practice anonymised recruitment. Please ensure that you remove all personal information from any documents that you upload.

London Borough of Havering

Service Manager Independent Reviewing Team

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Job Title:&nbsp;Service Manager&nbsp;
Location:&nbsp;Bermondsey, near Surrey Quays station. This location has step free and lift access. Work from home can be flexible upon prior agreement with Head of Service (Line Manager)
Salary:&nbsp;£41,600
Shift Pattern:&nbsp;37.5 hours per week, Monday to Friday, 09:00 - 17:00. Onsite face to face service, with flexibility around these hours required as per resident and service requirements. All managers, including this position will take part in the out of hours on call duty.
<h4>About the Role</h4>
We're seeking a Service Manager to lead our new service which is opening based in Bermondsey, an Independent Approved Premises (IAP) commissioned by Criminal Justice Services (CJS). The service works with residents who have recently been released from prison and helps them to reintegrate into the community, and restart their journey to independence. The team will identify resident needs alongside any licensing restrictions, and will create tailored, person centred support plans including housing support, activities, and personal journey outcomes to help them to reintegrate. The team work in a multi disciplinary approach, working alongside probation services, job centres, mental health teams, and other community partners, with a focus on risk management and public protection.&nbsp;
As a Service Manager, you will lead the team by providing line management and leadership support to enable and empower the team to deliver high quality support to our residents. You will drive service outcomes in line with our contractual requirements, ensuring quality, consistency, within a trauma informed setting. You will ensure all aspects of the service run smoothly and in collaboration with our internal teams and external partners. We're looking for someone who is solution focused, and has a real passion to create a safe space where individuals can thrive to meet personal outcomes.&nbsp;
Some Key Responsibilities include:
<ul>
<li>Line management and leadership, offering guidance and support throughout the employee lifecycle.</li>
<li>Support the Service Manager in leading the day to day operational delivery of the service.</li>
<li>Risk Management ownership, ensuring processes and policies are followed.</li>
<li>Property and housing management, ensuring accommodation standards, timely maintenance and reporting.</li>
<li>Striving to ensure excellence and quality in our service delivery.</li>
<li>Financial Management of service budget with cost saving mechanisms.&nbsp;</li>
</ul>
<h4>About You</h4>
We're seeking someone with a genuine passion for making a difference and helping to create safer communities for everyone. You will be a proactive leader, with the ability to motivate and empower a team to drive excellence as individuals and as a team, as well as provide proactive solutions to challenges. You will be knowledgeable of the Criminal Justice System and able to provide advice and guidance to the team to deliver outcomes within a residential setting. We're looking for someone who can build rapport, trust, and a psychologically informed environment for residents, staff, and relevant stakeholders.
<ul>
<li>Ability to provide high quality support and line management to staff.</li>
<li>Ability to motivate and empower a team to achieve KPI's</li>
<li>Ability to support the Service Manager and help manage staff with daily tasks, caseloads and overall day to day running of the service.</li>
<li>Ability to provide advice, guidance, and support to the team on all aspects of service delivery including resident related queries</li>
<li>Ability to promote the service externally to enhance reputation in the area and with partner organisations</li>
<li>Ability to work flexibly to meet the demands and needs of the service. For example, Provide an emergency on call service as and when required in case of emergency</li>
<li>IT proficiency - we use various systems so look for someone who can learn and navigate new systems including case management, Microsoft, ATS, HR systems, and other types of organisational software</li>
<li>Alignment with our values of Ambition, Empowerment, Inclusivity, and Transparency</li>
</ul>
We are interviewing on an ongoing basis so this job role may close early. We advise applying as soon as possible for your application to be taken into consideration at the early stages. &nbsp;As a note, Interviews are scheduled for second week of January 2026.
Please refer to the JDPS attached for more details on the vacancy and our requirements/key criteria.
<h4>What we Offer</h4>
<ul>
<li>25 days (Full time equivalent) annual leave, increasing with the length of service</li>
<li>Employer Pension Contribution</li>
<li>Eligibility to register with Blue Light Discount Card</li>
<li>Access to discounted tickets for music events, shows, sports and more</li>
<li>Reflective Practice regular sessions with a therapist provided by an external provider to support Mental Health and Wellbeing at work</li>
<li>Training and Development, including access to courses, upskilling, and progression plans</li>
<li>Employee Assistance Programme, including counselling</li>
<li>Life Assurance Scheme</li>
<li>Cycle-to-work scheme</li>
<li>Annual Staff Awards</li>
<li>EDI Ambassador programme</li>
</ul>
<h4>About Social Interest Group (SIG)</h4>
SIG is a not-for-profit organisation providing thousands of people with good-quality support and care in residential, drop-in centres, community floating support settings, probation settings, and hospitals. We do so across London, Brighton, Bedfordshire, Luton, Kent and Liverpool. Our goal is to transform lives through empowering change.&nbsp;
We believe good care and support improves lives with the vision to create healthier, safer, and more inclusive communities. Join us on our mission to empower independence through trauma-informed solutions and dynamic partnerships that keep people out of prison, out of hospital, and off the streets. Want to know how we work? Watch our short Theory of Change video to see how we support people towards a brighter future:&nbsp;<a href="https://protect-eu.mimecast.com/s/X5JhCPQy4hBBz6UzwWlv?domain=youtu.be" target="_blank">Theory of Change</a>&nbsp;Further details can be found on our website here:&nbsp;<a href="https://protect-eu.mimecast.com/s/4ZkrCx1MXIp5EETvqakw?domain=socialinterestgroup.org.uk" target="_blank">Theory of Change - Social Interest Group - Social Interest Group</a>.&nbsp;
<h4>Additional Information</h4>
Please note that this job advert may close early due to screening applications on an ongoing basis. We advise applying as soon as possible for your application to be taken into consideration at the early stages.
Please note that as part of our process, we complete an enhanced DBS check, some roles may require further vetting. We encourage applicants from all backgrounds. If you have any questions regarding this, please contact us on the details below.&nbsp;
For Recruitment related enquiries, or if you need support with making your application for example due to learning needs or a disability, please email&nbsp;<a href="mailto:recruitment@socialinterestgroup.org.uk" target="_blank">recruitment@socialinterestgroup.org.uk</a>&nbsp;or call our central office on&nbsp;<a href="tel:02036689270" target="_blank">020 3668 9270</a>&nbsp;to request a call back. Please note that this will take you through to our Central Administration team, who will then communicate your enquiry with us and we will arrange to call you back.&nbsp;
<blockquote>
Unfortunately, we are unable to provide sponsorship, please ensure you have full right to work in the UK prior to applying to our positions.&nbsp;
Additional information on our company policies including Gender Pay, Equality and Diversity, Company Benefits and our Candidate Privacy Policy can be found on our&nbsp;<a href="https://socialinterestgroup.org.uk/" target="_blank">website</a>.
</blockquote>

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