Complaints & Governance Manager

Complaints & Governance Manager require to work in Limerick, working in a team environment you will be responsible for responding to National Complaints at a national level.

Working in a team environment you will be responsible for providing management support within a function and to supervise assigned staff, you will provide assistance to the Senior Manager to support and inform the work of the National Complaints Governance Team.

Responsibilities & duties to include and not limited to the following:

·       Works with Senior Managers / function leads and all key stakeholders to define programme/project requirements and scope.

·       Assists in the identification and management of resources and funding assigned to the project.

·       Ensures that required supports are available to enable successful delivery of the project.

·       Build and maintain effective and appropriate client and stakeholder relationships.

·       Work in close co-operation with key stakeholders.

·       Maintain knowledge of relevant procedures, practices, regulations and legislation to perform the role effectively and to ensure standards are met, e.g. Health Act 2004, Your Service Your Say, Data Protection, Freedom of Information, etc.

·       Support the development of policy, guidelines and procedures and associated training materials.

·       Ensure accurate attention to detail and consistent adherence to procedures, processes and current standards within areas of responsibility.

·       Ensure that the complaints management process is implemented, adhered to and that the rights and legitimate interests of service users and staff are protected.

·       Support staff and service users in the implementation of the complaints management process.

·       Find resolution of the complaint through implementation of the complaints management process

The Candidate should possess the following skills and competencies:

·       The successful candidate will typically have experience within a similar environment dealing with Complaints.

·       Relevant third level qualification or professional equivalent, desirable but not essential.

·       Experience of delivering change in a complex environment

·       Experience of managing and delivering multiple concurrent pieces of work

·       Experience of team management

·       Experience of complaint management, particularly in the field of Assessment of complaints.

·       Experience of working collaboratively with multiple internal and external stakeholders and customers.

·       Strong communication skills with an ability to deal with all levels in a confident and professional manner.

·       Must have a very flexible approach to work and be confident working in a fast moving, exciting environment.

The Offer:

This is a 12 month contract initially, and the successful candidate will be offered a competitive salary per annum, depending on the candidate’s experience, with 30 days annual leave.

How to Apply:

If you are interested in applying, or want to know more about this role please contact, Sarah Jeanne Kelly in Cpl Limerick on 061 208649 or email your CV to sarah.kelly@cpl.ie.

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