Login to Apply

Job Role: Complaints Programme Manager

Job Location: Slough Council

6-month ongoing contract

Main purpose of Job:

The Improvement and Recovery Plan was agreed by Cabinet in March 2025. It has been set up as a programme and aligned to benefits and milestones. New governance has also been established.

Additional Programme Manager Capacity is required to provide senior programme management capacity to focus on specific workstreams in relation to: Complaints

The Council has to have an effective and accessible complaints process and provides appropriate redress to help build trust in the Council and improve Council services. The Programme progresses the following objectives:

* Review the current complaint handling process to identify inefficiencies, gaps, and areas for improvement.

* Develop a standardised, customer-focused complaint handling process.

* Ensure compliance with relevant regulations and Council policies.

* Improve how we manage feedback and resolve issues in a timely fashion.

The role of the Programme Manager will be to drive all aspects of the programme with a focus on the following benefits, working closely with the Head of Service with an overall lead for complaints and with the wider set of services directly responsible for complaint handling.

The role will focus on:

* Defining existing programme

* Developing any business cases needed

* Mobilising programme ensuring specific tasks are progressed and change is implemented

* Develop appropriate reporting

* Managing risks and issues

* Ensure focus on impact and benefits

The programme manager will be expected to work on other high-profile programmes as well and on corporate PMO roles, as required. This could include:

* Programme management of other programmes such as a commissioning workstream

* Development of consistent approaches to programmes across the Council

Right to work requirements

* Passport

* BRP

* Share code