Josephine Shickell
Nr Royston,Hertfordshire
Summary
Experienced and committed Complaint Manager. Chair of the Eastern Region Complaint Managers' Group and Regional representative on the National Complaint Managers Group. Excellent organisational and problem solving skills with a strong focus on resolving customer complaints. Skilled at policy implementation, strategic planning and identification of themes and trends. Relentlessly outcome focused, recommending effective resolutions to increase customer satisfaction and make sustainable service improvements.
Overview
35
35
years of professional experience
2012
2012
years of post-secondary education
Work history
Complaint Manager
Children, Education and Families Directorate
, Cambridgeshire
04.2017 - 03.2025
- Comprehensive management of all customer feedback, including Compliments, Service Requests, Complaints, MP, Elected Member and Local Government and Social Care Ombudsman (LGSCO) enquiries, ensuring compliance with statutory requirements and corporate expectations
- Leading a customer-centric team, fostering a supportive environment specifically tailored to meet the needs of children and young people, ensuring strict observance of the Equalities Act 20210
- Provision of expert advice on the use of remedies in accordance with LGSCO guidance
- Initiated and led a comprehensive training program for newly qualified Social Workers, Managers and Senior Leaders, focusing on complaint handling, investigations, effective apologies/remedies, fostering a culture of listening and learning to inspire confidence, trust, and respect
- Dissemination of the latest guidance and public interest reports to senior leaders
- Production of detailed quarterly, annual and service-specific reports containing quantitative and qualitative analysis, identifying risks and threats from emerging trends and themes
- Development and implementation of a recording system to manage, track and report on all feedback, ensuring transparency and prompt completion of identified actions
- Escalation of unresolved issues and risk to the Council's reputation to senior management
- Oversee and provide quality assurance of all complaint responses, promoting solution-focused outcomes to prompt early resolution and accountability
- Budget management of Children's Complaints and Feedback Team, including expenditure on independent complaint investigations and reviews
- Procurement and management of the Independent Complaint Investigation Contract, conducting quarterly contract monitoring meetings
Early Help Locality Manager
Cambridgeshire County Council
06.2006 - 04.2017
- Operational management of a multi-disciplinary team of professionals (delivering early help support services to children and young people 0-19yrs)
- Cultivated strong relationships with strategic partners enabling joined up partnership working
- Led on commissioning projects and interventions on behalf of strategic partnerships, to address locality needs
- Lead on partnership training on the Common Assessment Framework (CAF), resulting in better customer service.
- Effective financial management of locality budget
Restorative Justice Manager
Youth Offending Service
, Cambridgeshire
12.2001 - 06.2006
- Designed and launched victim support services within the Youth Offending Service
- Consulted, prepared and supported victims of juvenile crime to participate in Restorative Justice interventions
- Co-ordinated and facilitated Restorative Justice Conferences between young offenders and their victims of crime
- Performance reporting to the Youth Justice Board and local Criminal Justice Board
- Managed the Domestic Violence Advocacy Project and Independent Domestic Violence Advocates during a six-month secondment (Sept 2004 – March 2005)
Child Protection Police Officer
Cambridgeshire Constabulary
10.1997 - 12.2001
- Conducted criminal investigations into reports of child and vulnerable adult abuse relating to physical, sexual, emotional or neglect (historical or current) and domestic abuse
- Led joint investigations with Children's Social Care and conducted video interviews of child victims of abuse, resulting in successful prosecutions
- Conducted PACE Interviews of alleged perpetrators of abuse
- Prepared detailed criminal case files, and gave evidence in Court Proceedings
- Provided victim care and support throughout investigation processes and Court proceedings
- Attended Initial/Review Child Protection Conferences, Core Groups and professional meetings
- Represented Constabulary at the Child Protection Forum (now Local Children's Safeguarding Board')
- Undertook assessments on young offenders to determine risk of re-offending under Final Warning Scheme during an eight-month secondment (April 2001- Dec 2001) to Youth Offending Service
Police Constable
Cambridgeshire Constabulary
01.1994 - 10.1997
- Responded quickly to emergency situations, leading calm and effective negotiations with suspects to diffuse highly charged situations
- Made quick decisions during high-stress situations, minimising danger to the public and fellow officers
- Enhanced community safety by conducting regular patrols
- Carried out thorough investigations into reported crimes, taking victim statements and interviewing alleged perpetrators, resulting in successful prosecutions
- Performed stop-and-search procedures within legal parameters
- Attended emergency situations such as road traffic accidents, directing traffic and completing detailed incident reports
Police Constable
City of London Police
03.1990 - 01.1994
- Provided visible presence in inner-city, deterring crime through foot patrol duties
- Attended emergencies calls, remaining calm and professional under pressure
- Performed stop-and-search procedures
- Obtained victim statements using empathy
- Arrested and interviewed suspects in line with Police and Criminal Evidence Act
- Prepared comprehensive prosecution crime files with meticulous attention to detail for submission to the Crown Prosecution Service
- Maintenance of crime scenes
- Directed traffic during peak hours or emergencies for streamlined vehicular movement
- Conducted traffic stops and issued fixed penalty notices
Education
Public Services Complaint Management Award -
Queen Margaret University
EdinburghLevel 5 Award in Management -
Institute of Leadership and Management (ILM)
CambridgeshireGCE/CSE - English Language, Maths, Art, Geography, Computer Studies, RSA typing
Stanground Community College
Peterborough 09.1983 - 07.1986
Skills
- Subject matter lead, influencing Council Policy
- Expert professional analysis and implementation of Government guidance
- Management of complex complaints
- Conciliatory, outcome-focused approach
- Excellent written communication skills with strong attention to detail
- Production of quality quantitative and qualitative reports, demonstrating themes and trends
- Strong people management skills, motivating and improving performance
Accomplishments
- Led and organised National training for Complaint Managers with Independent Provider Special Education Advice (IPSEA) in response to significant increase in SEND complaints
References
References available upon request.
Timeline
Complaint Manager
Children, Education and Families Directorate
04.2017 - 03.2025
Early Help Locality Manager
Cambridgeshire County Council
06.2006 - 04.2017
Restorative Justice Manager
Youth Offending Service
12.2001 - 06.2006
Child Protection Police Officer
Cambridgeshire Constabulary
10.1997 - 12.2001
Police Constable
Cambridgeshire Constabulary
01.1994 - 10.1997
Police Constable
City of London Police
03.1990 - 01.1994
GCE/CSE - English Language, Maths, Art, Geography, Computer Studies, RSA typing
Stanground Community College
09.1983 - 07.1986
Public Services Complaint Management Award -
Queen Margaret University
Level 5 Award in Management -
Institute of Leadership and Management (ILM)
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