Role: Complaints Team Leader

Business: Office of Public Guardian (OPG)

Location: National (based at your closest MoJ Hub) with occasional travel to OPG offices in Birmingham or Nottingham.

Grade: HEO

Salary:  London: £40,014 - £42,859 National: £35,335 - £37,847 

Contract Type: Permanent

Minimum Hours: 30 Hours

Organisational Overview

The Office of the Public Guardian (OPG) protects people in England and Wales who may not have the mental capacity to make certain decisions for themselves, such as about their health and finance. We are an Executive Agency of the Ministry of Justice (MoJ), set up in 2007 following the introduction of the Mental Capacity Act of 2005.

OPG is responsible for registering lasting powers of attorney (LPA) and enduring powers of attorney (EPA) and supervising deputies who are appointed by the Court of Protection.

OPG is a fantastic place to work offering a range of development opportunities. The OPG is a disability confident employer and is committed to developing a supportive and inclusive environment that reflects the diverse community we serve.

OPG is currently delivering an ambitious transformation programme. This will change the way we provide services and help us meet the growing needs of our users, partners and our stakeholders. It will make sure our users experience a better level of support and will help us to respond to the changing needs of society. Transformation will ensure we can better support adults at risk and create high-quality services that are accessible and affordable.

Team Overview

OPG is establishing a centralised complaints function to bring together complaints handling and official correspondence across the organisation. This function will provide a consistent and coordinated approach to managing complaints across OPG services, ensuring issues are handled fairly, efficiently and in line with agreed standards.

The Complaints Team Leader will manage a team of complaints handlers responsible for investigating and responding to customer complaints and correspondence. The role will focus on ensuring high-quality responses, meeting service standards and supporting continuous improvement through learning from complaints.

Initially, the postholder will lead a team managing Tier 1 complaints relating to POAS services. As the centralised complaint's function develops, the role will transition into the central team, managing complaints handlers responding to complaints across a range of OPG services and topics.

The role will play an important part in maintaining high standards in complaints handling, supporting team capability and ensuring insight from complaints is used to improve services and customer experience.

Key Responsibilities:

• Direct line management of a team of complaints handlers, managing workload allocation, performance and development to ensure high-quality complaints handling.

• Ensure complaints and correspondence are investigated and responded to fairly, consistently and within agreed KPIs and service standards.

• Review and quality assure complaint responses produced by the team, providing feedback and coaching to maintain high standards of written communication.

• Support the handling of complex or sensitive complaints where required.

• Monitor team performance and complaints activity, ensuring accurate recording of complaints data and contributing to regular reporting.

• Work with colleagues across OPG to identify themes and trends from complaints and support improvements to services and processes.

• Build effective working relationships with teams across the organisation to strengthen complaint handling and ensure issues are resolved appropriately.

• Contribute to organisational reporting and insight on complaints trends, helping to identify opportunities for service improvement.

• Support the implementation of OPG’s Complaints Ambition and cross-government complaints handling standards.

• Promote equality, diversity and inclusion and contribute to a positive and supportive team culture.

• Support wider OPG initiatives and corporate priorities where appropriate.

• Undertake other duties appropriate to the grade as required.

Agreed Expectations

The successful candidate will be expected to work from their base location on a weekly basis in line with current Civil Service requirements, outside of any reasonable adjustments.

Skills & Qualifications

Essential Skills

• Experience of leading or supervising a team, supporting colleagues to deliver high-quality work and develop their capability. (Lead Criteria)

• Experience of handling complaints, casework, customer correspondence or similar work where issues are investigated and resolved. (Lead Criteria)

• Experience of monitoring team performance and quality, ensuring work meets agreed standards, KPIs or service targets.

• Ability to manage competing priorities and ensure work is delivered within tight deadlines.

• Strong written and verbal communication skills, with the ability to produce clear and accurate written responses and explain complex information.

• Ability to analyse information and use evidence to support sound decision making.

• Ability to build effective working relationships with a range of stakeholders to resolve issues and improve outcomes.

Desirable Skills

• Experience of managing or supervising complaints handling activity in a customer-focused environment.

• Experience of identifying themes or trends from complaints, casework or customer feedback and using these insights to support service improvements.

Application process

This recruitment will follow the Civil Service Success Profile process. Candidates will be expected to provide a Personal Statement of Suitability of no more than 1000 words in support of your application based on the essential skills.

Interview Process

If you are successful at sift, you will be invited to an interview which will use the Civil Service Success Profiles. At interview, candidates should expect questions on:

• Strengths relevant to the role

• The following Behaviours at HEO Level:

  • Managing a Quality Service

  • Leadership

  • Communicating & Influencing

  • Making Effective Decisions

All interviews will be held remotely via MS Teams.

Feedback will only be provided if you attend an interview.

Reasonable Adjustments

At OPG we consider all applications on the basis of merit and want you to feel able to demonstrate your full potential whatever type of assessment is used. If you require any reasonable adjustments for any aspect of the selection process, do not hesitate to get in contact with us.

As a Disability Confident organisation, we will offer a guaranteed interview to candidates with a disability who meet the essential criteria for this role. If you are applying for a role within OPG and would like to be considered under the Disability Confident Scheme, please indicate this in your application and let us know of any reasonable adjustments you may require during the selection process.

For further information on benefits of working for OPG, such as our Flexible Working Policy and a FAQ, please check the candidate information pack attached to this advert.

If your application for this role is unsuccessful, we may offer you an alternative role at the same or lower grade should one be available.