Complaints Case Worker

2x PARLIAMENTARY COMPLAINTS CASE WORKER - 6 MONTH CONTRACT - RATE £250-£350 PD INSIDE DOE - VALID SC - HYBRID ROLE FLEXIBLE ON DAYS AT EITHER MANCHESTER/BRISTOL OR LONDON

Please note that this role does require someone to have an away day to the London office once a month

Role -

Lead and operate a centralised complex case working service, establishing clear frameworks for case management, tracking and escalation, and ensuring compliance with statutory deadlines.

Investigate operational and service issues, working with operational teams and Relying Parties to understand complex problems, support users who are stuck in journeys, and contribute to the development of clear, evidence#8208;based recommendations for improvement.

Identify trends and opportunities for continual service improvement across complaints, case working and user feedback, using qualitative and quantitative data to address root causes, optimise processes, implement solutions, and reduce avoidable demand.

Build and manage effective stakeholder relationships, influencing decisions, navigating challenging situations, and removing blockers to support shared

objectives and user needs.

Experience -

Handling complaints

Investigative work into digital or operational problems

Excellent written communication and drafting skills

Comfortable working independently.

Stakeholder Engagement

Parliamentary business is desired, having dealt with complaints and Freedom of Information (FOI