Complaints and Governance Officer

Are you a confident communicator who has experience dealing with customers, resolving concerns and helping services learn from feedback and improve?

Do you have a passion for customer service, a strong attention to detail and the ability to respond sensitively to customers, colleagues and their families?

If so, there has never been a better time to join our values-led Charity and help shape a high-quality, safe and customer-focused complaints process.

About the role

We have an exciting opportunity for a Complaints and Governance Officer to lead Brunelcare’s centralised complaints process, including the handling, recording and monitoring of complaints across the Charity’s services in line with policies, agreed timescales and regulatory expectations.

You will work closely with colleagues across the Charity, supporting complaints investigation processes, keeping customers up-to-date and identifying and sharing learning from complaints to promote continuous improvement.

You will be responsible for leading and coordinating Brunelcare’s complaints activities, maintaining accurate and timely records and reporting on key findings, trends and learning to the Executive Team and Board.

Key responsibilities:

• Coordinate and support complaints investigations from acknowledgement through to resolution and learning.
• Work with colleagues across all of the Charity’s services to gather relevant information and agree appropriate complaints responses.
• Draft clear, timely and empathetic responses and be the key point of contact for complainants.
• Monitor complaints response timescales, required escalation, agreed resolutions and follow-up actions.
• Identify themes, trends and learning from complaints to support continuous improvement.
• Drive good complaints standards and handling throughout the Charity by providing guidance, sharing best practice and developing and delivering training.

About you

You are a professional with strong written communication skills, who possesses empathy and confidence in dealing with sensitive and complex issues.

You will have experience in customer service environments and the ability to liaise with individuals across the Charity and can challenge constructively and follow-up agreed actions.

It is essential that you have a keen eye for detail and strong organisational skills to support improvement and compliance.

To be successful in this role, you will have:

• Experience handling complaints, dealing with customers and undertaking complaints investigations.
• Strong written and verbal communication skills and the ability to build effective working relationships across teams
• A professional and sensitive approach when communicating with customers.
• Strong analytical skills with the ability to analyse information, identify trends and key issues, and develop learning and improvement plans.
• A proactive, resilient and improvement focused approach.
• An understanding of confidentiality, record keeping and the importance of effective complaint handling.
• Knowledge of relevant regulatory expectations, such as the Housing Ombudsman Complaint Handling Code or CQC requirements, would be advantageous.

Job Benefits

Competitive rates of pay

Equivalent to 33 days of paid annual leave (inclusive of bank holidays), increasing to the equivalent of 36 after 5 years’ service (pro-rata)

Access to a fully funded Medicash Health Plan to save up to £995 on health essentials; like going to the dentist or opticians and access to telephone and video GP appointments

Free enhanced DBS Check

Blue Light Card discount service, offering online and high street discounts

Cycle to Work Scheme

Company Sick Pay

Care First Employee Assistance Programme (provides a range of free, confidential services) and in-house Mental Health First Aiders available

£200 refer a friend bonus

Brunelcare is committed to equity, equality, diversity and inclusion, and this is embedded in our strategy and supported through our policies and processes. We welcome the opportunity to make reasonable adjustments where this would support you to make an application.