AMS PSR

On behalf of Ofsted, we are looking for Complaints Case Manager x2 (Inside IR35) for a 6 month contract which starts with training which is up to 6 weeks in the Manchester office for the full 5 day week then its a hybrid role so is then 3 days in the office.

The Complaints about Schools team is responsible for ensuring complaints about schools are considered and responded to in a timely, rigorous and effective way. The team provides advice and guidance on complaints handling to the regions.

The post holder will assess, prioritise, process, monitor, track and close complaints. This includes direct communication with internal and external stakeholders.

As a Complaints Case Manager, your main responsibilities will be:

• Recommending/deciding on the appropriate course of action following the receipt of a complaint, including other complaints-related correspondence; supporting other team members to do the same.
• Working with regional administration teams to progress complaints quickly by gaining decisions from senior inspection colleagues.
• Working across Applications Regulatory and Contact to ensure the end-to-end complaints process functions seamlessly and so to provide optimum customer service to complainants.
• Quality assurance of your own and others work to ensure that high standards are consistently achieved through the way in which the team’s functions are carried out.
• Supporting the team flexibly to meet its targets.

Essential Skills

• Experience of handling work and making appropriate decisions within business policy and wider legislative frameworks.
• Extensive stakeholder engagement across all the teams in the department
• Complaints management experience
• Strong end to end case management skills.
• Experience of developing robust recommendations for managers based on effectively identifying, collating, analysing a range data and information sources.
• Experience of providing support and guidance in a specialist area for colleagues across a range of levels.

Desirable Skills

• Experience of Microsoft dynamics and skillset would be highly beneficial

Please be aware that this role can only be worked within the UK and not Overseas.

Disability Confident 

As a member of the Disability Confident Scheme, Ofsted guarantees to interview all candidates who have a disability and who meet all the essential criteria for the vacancy. In cases where we have a high volume of candidates who have a disability who meet all the essential criteria, we will interview the best candidates from within that group. This scheme encourages candidates with a disability and/or neurodivergence to apply.

Armed Forces Covenant / commitment

Ofsted guarantees to interview veterans or spouses / partners of military personnel who meet all the essential criteria for the vacancy. In cases where we have a high volume of ex-military candidates / military spouses or partners, who meet all of the essential criteria, we will interview the best candidates from within that group. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.

In applying for this role, you acknowledge the following "this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different".