£31000 - £32000 per annum
12 days ago
A fantastic London-based Charity are looking for a Case Manager on a temporary basis. This position is a 3 month commitment with the possibility for this to extend and you will report directly into the Complaints and Conduct Manager. Please note that they are looking for somebody that is available to start in the position by mid-September 2018.
Key Responsibilities of the role include:
To ensure that all procedures and processes related to the investigation of and the adjudication of complaints raised against relevant members are followed, and recorded accurately.
Assess all potential grievances (non-staff) and act accordingly
Provide support in projects concerning regulation and complaints handling. In particular, assist in producing proposals, plans and reports and building relationships with stakeholders
Co-ordinate the complaints process where deemed most appropriate
Ensure that staff are trained appropriately to deal with potential grievances
Provide regular updates on cases and prepare root cause analysis at the end of each case
Organise Adjudication Panel hearings. This includes arranging the logistics, preparing bundles and ensuring all parties are aware of the necessary information
- High degree of experience of complaints handling in a professional body, a regulated environment or similar organisation.
- Proven ability to work effectively with a range of stakeholders.
- Good understanding of project work with excellent organisational skills
- Experience of undertaking consultations, writing briefings, and carrying out policy research.
- Able to be a positive advocate in external situations.
- Clear, concise, logical and practical approach to problem solving.
- Ability to read and critically analyse information at short notice.
- Excellent communication skills, both written and verbal, and the ability to produce accurate documents.
- Proven ability to manage a large and varied workload, prioritise effectively and ensure that deadlines are met.
- Ability to work in a flexible manner and experience of working effectively as a member of a small team.
- Well-developed IT skills, particularly in Microsoft Word, Excel and Outlook.
- Experience in the charity and mental health sectors and/or a national level organisation.
- Proven commitment to diversity and equality's and ability to put this into practice.