Executive Officer - Corporate Complaints Service in Belfast

RESPONSIBLE TO: Assistant Complaints Management Officer

JOB PURPOSE

The post-holder is responsible for supporting the Corporate Complaints team in the delivery of a professional Corporate Complaints Service for the Authority in line with guidance from the Office of the Northern Ireland Public Services Ombudsman (NIPSO) and best practice standards.

MAIN DUTIES AND RESPONSIBILITIES

• Supervision of Staff and Service Delivery
• Specialist Advice & Support
• Corporate Complaints System / Administration

Staff Supervision and Service Delivery

• Supervise the work of staff to ensure effective service delivery in Corporate Complaints Service.
• Plan, organise and prioritise work to ensure timely completion of tasks and deadlines met.
• Allocate work, check quality and quantity of work and monitor performance.
• Train or ensure the effective training of staff in the procedures, processes and information systems required for effective administration for the Corporate Complaints Service.

Specialist Advice & Support

• Support the delivery of a professional Corporate Complaints Service for the Authority in line with guidance from the Office of the Northern Ireland Public Services Ombudsman (NIPSO) and best practice standards.
• Assist with the handling of complaints in line with EA policy, advice and guidance.
• Provide advice and guidance to support EA staff and line managers on a range of complaint issues including interpretation of EA’s Complaints Handling Procedures.
• Responsible for maintaining a central case management system for recording all activity associated with the handling of complaints.
• Responsible for maintaining a central electronic filing system for records associated with the handling of complaints.
• Contribute to review of administrative systems and procedures to ensure records are accurate and comprehensive and to improve service delivery.
• Attend the delivery of complaints training in a supportive and developmental capacity.
• Participate in ad hoc projects to include collating and analysing information to assist and support the work of senior managers.
• Receive, screen and direct all telephone calls.
• Support with the review and improvement of complaints management practices within EA.
• Provide administrative, clerical and secretarial support as part of the Corporate Complaints team with regard to all Complaint Service work.
• Diary management including organising and prioritising diary commitments.
• Typing, compiling and issuing emails, letters, acknowledgements and circulating documents on behalf of the Corporate Complaints Service.

Corporate Complaints System / Administration

• Responsible for the production of standard and non-standard computerised reports and the provision and presentation of complaints information to support management decision making.
• Responsible for preparing reports to enable a response to complaints, FOI requests and other correspondence cases within set deadlines.
• Assist with maintaining computerised information systems to facilitate complaints responses.
• Process all complaints data and information on Complaints systems.
• Administration associated with complaints and NIPSO enquiries and investigations.
• All general administration in support of work undertaken including preparation of draft letters, minutes, notes, reports, documentation.

Other Responsibilities

• Comply with the Authority’s policy on Data Protection (in particular processing sensitive personal information).
• Comply with the Authority’s Equal Opportunities Policy, relevant Codes of Employment and Practice and other relevant legislation.
• In accordance with relevant equality legislation and EA policies on diversity in the workplace the post-holder is expected to promote good relations and pay due regard to equality of opportunity in carrying out their duties.
• Undertake other related duties within the grade and competence of the post-holder as required.

This job description will be subject to review in light of changing circumstances and is not intended to be rigid and inflexible but should be regarded as providing guidelines within which the individual works. Other duties of a similar nature and appropriate to the grade may be assigned from time to time.

In accordance with Section 75 of the Northern Ireland Act (1998), the post-holder is expected to promote good relations, equality of opportunity and pay due regard for equality legislation at all times.

PERSON SPECIFICATION

NOTES TO JOB APPLICANTS

• You must clearly demonstrate on your application form under each question, how, and to what extent you meet the required criteria as failure to do so may result in you not being shortlisted.
• You should clearly demonstrate this for both the essential and desirable criteria, where relevant.
• The stage in the process when the criteria will be measured is outlined in the table below.
• Shortlisting will be carried out on the basis of the essential criteria set out in Section 1 below, using the information provided by you on your application form.
• Please note that the Selection Panel reserves the right to shortlist only those applicants that it believes most strongly meet the criteria for the role.
• In the event of an excessive number of applications, the Selection Panel also reserves the right to apply any desirable criteria as outlined in Section 3 at shortlisting, in which case these will be applied in the order listed.

Section 1 - Essential Criteria

The following are essential criteria which will initially be measured at the shortlisting stage and which may also be further explored during the interview/selection stage. You should therefore make it clear on your application form how, and to what extent you meet these criteria. Failure to do so may result in you not being shortlisted.

• Hold an NVQ Level 3, BTEC National or two ‘A’ levels or equivalent or higher examination qualifications and two years’ demonstrable experience working in an administrative role in an office environment; OR have five years’ demonstrable experience working in an administrative role in an office environment.
• Demonstrable experience of a customer service orientated approach in service delivery.
• Demonstrable experience of the practical use of IT systems to include a range of Microsoft Office applications.

Other

• The successful candidate will be required to have access to a suitable vehicle (appropriately maintained and insured for Education Authority business) that will enable them to carry out the mobility requirements of the post in an efficient and effective manner and thus meet this essential criterion; OR be able to provide sufficient information on the application form that will satisfy the employer that he/she has access to an appropriate alternative form of transport that will enable them to carry out the mobility requirements of the post in an efficient and effective manner and thus meet this essential criterion.

Section 2 - Essential Criteria

The following are additional essential criteria which will be measured during the interview/selection stage in line with EA’s Game Changing People Model.

• Knowledge of general office administrative processes.

Skills/Abilities

• Ability to organise a busy workload to deliver effective results on time.
• Flexibility to meet changing demands as required and to prioritise and delegate as required.
• Ability to communicate and work effectively with others as part of a team.
• Ability to use own initiative to solve problems and respond to others.
• Ability to take a responsive and customer focused approach to work.
• Ability to lead and direct a team or provide specialist advice and guidance where required.

Values Orientation

Evidence of how your experience and approach to work reflect EA’s ethos and values.

Section 3 - Desirable Criteria

Some or all of the desirable criteria may be applied by the Selection Panel in order to determine a manageable pool of candidates. Desirable criteria will be applied in the order listed. You should make it clear on your application form how, and to what extent you meet the desirable criteria, as failure to do so may result in you not being shortlisted.

• Demonstrable experience of dealing with complaints in line with an organisation’s complaints handling procedures.

Our Values

Through the selection process we will also seek evidence that the personal values of candidates align with those of the EA. This will include evidence of commitment to equality and excellence in service delivery.

DISCLOSURE OF CRIMINAL BACKGROUND

The Safeguarding Vulnerable Groups (Northern Ireland) Order 2007 defines working directly with children or young people or in specified places as ‘regulated activity’. In the event that you are recommended for appointed to a post that involves ‘regulated activity’, the Education Authority will be required to undertake an Enhanced Disclosure of Criminal Background. Please note that you WILL be expected to meet the cost of an Enhanced Disclosure Certificate.

Details of how to make payment will be sent to you at the pre-employment stage. Further information can be accessed at NI Direct or the Department of Justice.

APPLICANT GUIDANCE NOTES

The Education Authority is an Equal Opportunities Employer.