Complaints Programme Manager
Posted 1 week ago by Fox Morris Group Ltd
£600 Per day
Undetermined
Undetermined
SL1, Myrke, Slough
Summary: The Complaints Programme Manager role at Slough Council involves overseeing the improvement and recovery plan for the complaints process. The position requires the development of a standardized complaint handling process, ensuring compliance with regulations, and enhancing feedback management. The Programme Manager will collaborate with the Head of Service and other departments to drive the programme's objectives and manage associated risks. This is a 6-month ongoing contract with a focus on delivering impactful changes to the Council's complaint handling procedures.
Key Responsibilities:
- Review the current complaint handling process to identify inefficiencies, gaps, and areas for improvement.
- Develop a standardized, customer-focused complaint handling process.
- Ensure compliance with relevant regulations and Council policies.
- Improve management of feedback and timely resolution of issues.
- Define existing programme and develop necessary business cases.
- Mobilize the programme, ensuring specific tasks are progressed and changes implemented.
- Develop appropriate reporting mechanisms.
- Manage risks and issues associated with the programme.
- Work on other high-profile programmes and corporate PMO roles as required.
- Develop consistent approaches to programmes across the Council.
Key Skills:
- Experience in programme management, particularly in complaints handling.
- Strong understanding of compliance with regulations and policies.
- Ability to develop business cases and reporting mechanisms.
- Excellent risk management skills.
- Strong communication and collaboration skills.
- Experience in managing high-profile programmes.
Salary (Rate): £600/day
City: Slough
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: Other
Job Role: Complaints Programme Manager
Job Location: Slough Council
6-month ongoing contract
Main purpose of Job:
The Improvement and Recovery Plan was agreed by Cabinet in March 2025. It has been set up as a programme and aligned to benefits and milestones. New governance has also been established. Additional Programme Manager Capacity is required to provide senior programme management capacity to focus on specific workstreams in relation to: Complaints The Council has to have an effective and accessible complaints process and provides appropriate redress to help build trust in the Council and improve Council services. The Programme progresses the following objectives:
- Review the current complaint handling process to identify inefficiencies, gaps, and areas for improvement.
- Develop a standardised, customer-focused complaint handling process.
- Ensure compliance with relevant regulations and Council policies.
- Improve how we manage feedback and resolve issues in a timely fashion.
The role of the Programme Manager will be to drive all aspects of the programme with a focus on the following benefits, working closely with the Head of Service with an overall lead for complaints and with the wider set of services directly responsible for complaint handling. The role will focus on:
- Defining existing programme
- Developing any business cases needed
- Mobilising programme ensuring specific tasks are progressed and change is implemented
- Develop appropriate reporting
- Managing risks and issues
- Ensure focus on impact and benefits
The programme manager will be expected to work on other high-profile programmes as well and on corporate PMO roles, as required. This could include:
- Programme management of other programmes such as a commissioning workstream
- Development of consistent approaches to programmes across the Council
Right to work requirements
- Passport
- BRP
- Share code