Complaints and Quality Assurance Team Lead (OCO TL)

Full-Time

Hybrid

Dublin City, County Dublin, Ireland

Job Details

OCO’s Complaints & Investigation Team
The Office is seeking a Complaints and Quality Assurance Team leader at HEO level to oversee the casework team.

The role of this team is to receive and manage complaints from members of the public and undertake examinations under Section 8 and Section 9 of the Ombudsman for Children Act (as amended). This refers to the examination of complaints against public bodies, schools, voluntary hospitals and a number of other bodies in receipt of public funding made by or on behalf of children.

The successful candidate will have a key management role in the OCO Complaints & Investigations Team, and will report directly to the Senior Manager, Complaints and Investigations.

Blended working is available, with a minimum of two days per week in our Offices in Dublin 1.




THE ROLE
The OCO invites applications from interested candidates for the position of Complaints and Quality Assurance Team Leader. This is a critical role in overseeing the complaints case work team within the Office to ensure we make timely and effective decisions in the best interest of children. The post holder will also have operational responsibility for the OCO complaint free phone line and lead on quality assurance.

Key Responsibilities
The team leader will manage the casework team and specifically will:
  • Oversee the examination of complaints to ensure timely and efficient decision making that complies with our legislation remit.
  • Manage and supervise their team through case management team meetings, regular one to one supervision, and implementation of the civil service Performance Management Development System (PMDS).
  • Operational responsibility for the complaint free phone line ensuring excellent quality standards in line with our customer charter and policies and procedures.
  • Provide coaching and mentoring to ensure the team are skilled in handling complex inquiries and providing excellent customer service. 
  • Handle escalated issues or complex complaint enquiries.
  • Assist and support the Early Resolution and Outreach Team Leader as required and work cohesively to ensure operational standards are met across the team.

  • Oversee the management of the examination process to ensure robust decision making by caseworkers and provide direction on:
 
    • the evidence required at a preliminary examination stage and determining the scope and conduct of the examination process to obtain same;
    • whether cases can be concluded at that stage or whether further investigation is required;
    • whether local resolution or redress is achievable through engagement between parties at a local level;
    • making recommendations to the Senior Manager, Complaints and Investigations in cases where investigation may be deemed to be warranted
  • hold a small caseload of particularly complex cases or other cases that may be determined from time to time by line management.
  • Adhering to policies and procedures within the OCO while at the same time being alert to and willing to highlight possible improvements and developments of those procedures;
  • Ensure the OCO provides an efficient service and effective complaints service to the public in accordance with our customer charter.
  • Assist the Senior Manager in leading, developing and implementing the quality assurance strategy for the team, co-ordinate and manage quality assurance activities across the team, ensuring KPI’S are realistic, monitored and adhered to in line with our C&I policies and  procedures
  • Implement the new case management system and ensure early identification of trends, undertake auditing and reporting as required.
  • Provide reports and updates as required to the Senior Complaint Manager and Director of Investigations.
  • Contribute to the submission of annual reports to the Oireachtas.
  • Ensure our statutory obligations to seek the views of children are met in accordance with OCO policies and procedures.
  • Represent the OCO at complaints networking meetings, events and at national public fora.
  • Liaise and engage strategically with public bodies as required to progress children’s issues, building positive relationships and working effectively with colleagues, people that contact our offices to make complaint and with public bodies to establish and maintain their confidence and respect.
  • develop a good understanding of relevant legislation, policy and practice regarding to administration and children.
  • Collaborate with other teams within the OCO on the OCO strategic objectives and business goals.



EXPERIENCE AND PERSONAL QUALITIES REQUIRED

Essential Requirements
Candidates must, on the closing date for this competition, satisfy the following requirements:
  • A qualification of at least level 8 on the National Framework of Qualifications from a recognised university or other third level institution in a relevant discipline
  • Proven experience of leadership or management of a team
  • At least three years’ experience working in a regulatory environment and or in managing complaints.
  • Strong analytical and report writing skills
  • Excellent communication and problem-solving skills
  • Possess the core capabilities described below.

And
  • Track record in identifying opportunities for improvement and creating efficiencies within a team
  • In-depth knowledge of the legislative, policy and administration environment relevant to children and young people in Ireland and the work of the OCO
  • Experience of working with or for children and young people with a dedicated commitment to the promotion of the rights and welfare of children.
  • Keen interest in training, staff development and growth
  • Experience of establishing and investigating quality issues, and recommending corrective actions to improve standards
Desirable
  • Experience of procedural or administrative law