HEAD OF CUSTOMER SERVICE AND QUALITY
JOB PROFILE
Job Title:
Head of Customer Service and Quality
Accountable to:
Corporate Director
Responsible for:
Specialist Service Managers, National Complaints
Administrator.
Location:
Location to be agreed, with regular travel to London and
other locations in England is required.
Key Working
Head of KPLD, Operational Directors, Heads of Service,
Relationships:
Heads of Profession, Specialist Service Managers,
External investigators, Parliamentary Commissioner for
Administration, Sponsoring Department, MPs, Solicitors,
Service Users
Role requirements:
(See attached person specification)
Terms of Employment
Grade:
Senior Manager
Salary:
£51,000 - £56,100
Superannuation:
The pension fund used by Cafcass is the West Yorkshire
Pension Fund (a Local Government Pension Scheme).
Membership of the scheme is voluntary. However, unless
notified otherwise all staff will be brought into the scheme.
Contribution rates are based on a tiered system.
Annual leave:
28 days rising to 33 days per leave year. This is exclusive
of Public Holidays.
Updated 13 August 2008
1
Review date Feb 09
Job Summary
The national management, coordination, analysis and reporting of service user and
stakeholder feedback through the operation of Cafcass “Comment, Compliments and
Complaints” policy and procedures and other quality assurance and feedback
systems to promote the engagement of service user interest in Cafcass services.
Main Duties and Responsibilities
1.
To manage the Cafcass Comments Compliments and Complaints Policy and
Procedures undertaking all of the functions of the National Complaints
manager as outlined in the Procedural guidance along with ensuring that
complaints are dealt with in an effective, efficient and equitable manner
ensuring complaints are resolved as soon as possible, through the promotion
of problem-solving skills throughout Cafcass.
2.
To review, develop and continuously improve user complaints and feedback
policies and procedures working with the courts service and other partner
agencies ensuring that associated Cafcass policies are consistent with all
relevant legislative requirements, government policy, Cafcass service
standards and acknowledged good practice
3.
Ensure the provision of reports for the Cafcass Board and Senior
Management as specified along with dissemination of findings from internal
and external processes advising on implications for policy and practice to
enable strategic development and improvement to operational services.
4.
To identify training and development needs, design and deliver training
programmes regarding complaints work for Heads of Service, Service
Managers and complaints investigators along with working with the KLPD
team on the implementation of lessons learned from feedback, into service
delivery, training and policy development.
5.
To provide national leadership and co-ordination of relevant national
management information systems to ensure recording, reporting and analysis
on the progress and outcomes of all comments, compliments and complaints
and service user feedback nationally.
6.
To provide advice to senior managers and Board Members in responding to
complaints and service user feedback within Cafcass procedures, including
MP and Ministerial enquiries and to draft such responses as required.
7.
To provide the key liaison role with Ofsted in relation to user feedback and
satisfaction surveys and with the Parliamentary Commissioner for
Administration on issues arising from relevant legislation and individual cases.
8.
To provide advice on the operation of the Data Protection Act 1998 and
Freedom of information Act 2000 and ensure that all relevant practice is free
from direct and indirect discrimination and adheres to equal opportunities
legislation and the principles of the Human Rights Act 1998.
9.
To line manage the specialist service managers based in the Operational
Support Teams, where these are stand-alone posts, and to matrix manage
with the Operational Director the Service Manager with lead responsibility
Updated 13 August 2008
2
Review date Feb 09
where this is one aspect of a wider portfolio for a service manager or
managers in an operational area.
10.
To provide and maintain the national complaints office function including:
Ensure responses to all NO service user enquiries regarding complaints
and feedback issues
Ensuring proper links and communication are maintained with Cafcass
National Office
Managing the expectation of Service user and other external
stakeholders in line with policy.
11.
To maintain a register of suitably qualified independent people to investigate
complaints
12.
To participate in practice review, research, development and audit
coordinating the learning from all complaints, service user views, serious case
reviews for the organisation through Learning Action Panels as appropriate
13.
To manage delegated budgets for staffing and consultancy work
14.
To be an effective representative for Cafcass and to act at all times in a
professional manner conducive to promoting a positive Cafcass image.
This job profile is not a definitive list of responsibilities but identifies the key
components of the role. The specific objectives of the postholder will be subject to
review as part of the individual performance review process.
Updated 13 August 2008
3
Review date Feb 09
HEAD OF CUSTOMER SERVICE AND QUALITY PERSON SPECIFICATION
Key:
Assessed by Application Form:
A
Assessed at Interview:
I
Assessed by Exercise
E
Documentary Evidence
D
Wt
A
I
E
D
Qualifications
X
X
X
Diploma in Social Work or CQSW .
Formal training or professional development in
X
X
X
quality assurance, customer services and
improvement techniques, and customer service
framework tools and processes.
Experience
A wide range of post qualification experience in
X
X
X
children and families social work practice.
Line management experience including
X
X
X
supervision of staff based in multiple locations.
Operation of Complaints Policy and Processes.
X
X
X
Skills and Knowledge
Customer services, complaints and customer
X
X
X
feedback processes, particularly for children.
Management issues, including cross-agency
X
X
X
working and staff development.
Management information systems, data
X
X
X
management and change management.
X
X
X
Management of resources.
X
X
X
The law in relation to children and families.
Diversity and anti-discriminatory practice in
X
X
X
services to the public.
Data Protection and Subject Access
X
X
X
requirements.
Ability to communicate effectively both verbally
X
X
X
and in writing to a wide range of audiences.
An approachable manager with excellent
X
X
X
interpersonal skills.
Updated 13 August 2008
4
Review date Feb 09
An ability to operate effectively and sensitively
X
X
X
within a political environment and to develop
relationships that command respect, trust and
confidence.
Able to communicate effectively both verbally
X
X
X
and in writing to a wide range of audiences.
A proactive self-starter able to manage multiple
X
X
X
priorities, which may mean reconciling the
demands
of
corporate
and
service
requirements.
Commitment
to
continuing
professional
X
X
X
development.
Leadership and Management of Staff
An inspirational and motivated leader with the
X
X
X
ability to promote a performance culture by way
of personal development plans and setting
clear objectives.
Well-developed leadership and management
X
X
X
skills that encourage commitment from others
and promote a positive and motivated
organisational culture.
Good Staff Management skills including case
X
X
X
handling of performance, conduct and
attendance concerns.
Generic Competencies
A collaborative team worker who can build
X
X
X
positive relationships and work effectively
across boundaries and achieve results through
others.
A track record of achieving results in a
X
X
X
performance driven culture.
Personal conduct, integrity and credibility that
X
X
commands the confidence of senior managers
and staff at all levels, external partners and
stakeholders.
Responds sensitively and constructively to
X
X
difficult situations and promotes the
organisation positively internally and externally.
Committed to ensuring that all practice and
X
X
engagement with others is free from
discrimination and adheres to equal
opportunities legislation and organisational
policies.
Updated 13 August 2008
5
Review date Feb 09
