Summary
Overview
Work history
Education
Timeline
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Michael Tighe

Romford,Greater London

Summary

I am a highly motivated and confident Manager with 13 years experience in a Local Authority complaints, information governance and continuous improvement setting. I have extensive knowledge and experience of leading and overseeing the investigation and response to both corporate and statutory complaints at the final stage of the complaints process on behalf of the Chief Executives of three Local Authorities. I have an excellent understanding of information governance having been responsible for the review of all requests made under the Freedom of Information Act 2000, the Data Protection Act 2018 and the Environmental Information Regulations 2004; again, on behalf of the Council's Chief Executive. I have nurtured good working relationships with the Local Government and Social Care Ombudsman, the Housing Ombudsman and the Information Commissioner's Office. I am proud of the work I have achieved throughout my career, working with internal and external stakeholders to embed a culture that welcomes problem solving, early resolution, uses learning from root cause analysis and the voice of the customer to improve service delivery, reduce cost and identify innovative customer focused solutions to enhance the Council's reputation.

Overview

17
17
years of professional experience

Work history

Complaints Manager

Westminster City Council
London
05.2022 - Current
  • Responsible for ensuring that all responses to Housing complaints and Member enquiries were within prescribed time limits and provided the customer with a clear, concise and credible response.
  • I ensured that my team adhered to the Housing Ombudsman complaints code and the Council is compliant with the Ombudsman regulations in order to protect the reputation of the Council.
  • I was responsible for the continuous review and updating of written policies and procedures for the handling of complaints , compliments and informal complaints.
  • I worked with services to help reduce repeat complaints and improve service delivery, providing comprehensive, accurate and timely responses to complaints and other written enquiries.
  • I played a lead role in the analysis of complaints data to identify lessons learnt; implementing procedures to ensure the information is shared and used to continuously improve services.
  • I also led existing and developed new partnerships, both within the Council and with external partners to establish a coordinated and integrated approach to the overall management of the service.
  • I acted as the main point of contact for both the Housing Ombudsman and the Local Government and Social Care Ombudsman.
  • I had sole responsibility for the day-to-day supervision, performance management and support of the Senior Complaints Officers in providing a quality complaints service. I supported the service to write clear and persuasive letters/responses summarising a range of factual information and setting all the relevant points in a clear and credible context.

Customer Experience Manager

Haringey Council
Haringey, London
08.2021 - 05.2022
  • Acting as the Strategic Lead for a team of Complaints and Information Governance Officers, I had responsibility for the oversight of representations across the Council, ensuring that it had effective, efficient and, as far as possible, harmonised procedures in place for dealing with corporate and statutory complaints, MP and Members enquiries, contact and cases from the Housing Ombudsman and Local Government and Social Care Ombudsman and the Information Commissioners Office.
  • I supervised the work and development (both team and individual) of staff within the Complaints and Information team.
  • I built effective working relationships and promoted the work of the team across the organisation in order to support the embedding of a culture that used root cause analysis and learning from the voice of the customer to improve service delivery, reduce cost and identify innovative customer focused solutions to enhance the Council's reputation.
  • I regularly reviewed and adapted procedures to ensure they remained effective and efficient mechanisms for dealing with representations from service users. I reviewed and updated the Council's Repetitive, Unreasonable and Persistent Behaviour policy and the policy for compensation and redress.
  • I was responsible for developing and delivering training on effective investigation and complaints handling for staff across the council and in partner organisations to ensure that all complaints and investigations were handled in line with Council policy; be that by local resolution or within the formal process.
  • I took personal responsibility for the management of more complex and sensitive complaints by ensuring timescales were adhered to, quality assuring final draft replies and ensuring senior officers, including Directors, the Monitoring Officer and Chief Executive were kept informed and involved as required in individual cases, briefing them directly where necessary.
  • Provide detailed analysis to senior managers on complaint handling and lessons learned, influencing the future actions of service areas to improve performance, overall customer satisfaction with the complaints process and reduce the cost of complaints by resolving them at the first stage.
  • Monitored and evaluated data and produced reports for submission on numbers, type, timescales, outcomes, recommendations, service improvements and trends on a monthly, quarterly and annual basis.
  • Ensured that complaints management software was fit for purpose; liaising with relevant providers to ensure any bespoke package could manage all facets of customer case management. I am well versed in both Respond and iCasework.

Statutory and Corporate Complaints Manager

Thurrock Council
Thurrock, Essex
11.2018 - 08.2020
  • Managed the Children's and Adult's Social Care complaints procedure ensuring that the department met its statutory duties in respect of complaints and representations under the Local Government Social Services Act 1970 and the Children Act 1989.
  • Ensured all Member enquiries, MP / MEP enquiries, Ombudsman and customer complaints were responded to and dealt with within defined standards and that satisfactory conclusions were met.
  • Prepared timely and accurate financial reporting and analysis.
  • Provided a customer sensitive and effective complaints and representations service to service users and their representatives.
  • Provided operational and strategic guidance to the Corporate Board, Directors of Service, Senior and Operational Managers on matters relating to complaints.
  • Lead in developing best practice in complaints handling and to identify high priority service improvement programmes and interventions.
  • Consulted with service users, private and voluntary organisations and staff as required in order to ensure the effectiveness of the customer complaints process.
  • Ensured that systems were in place to monitor and ensure the accurate and timely recording, acknowledgement and responses to complaints and representations were made as appropriate.
  • Ensured that, where effective and appropriate, mediation services were provided to try and reach a settlement between the complainant, his/her advocate and the Council.
  • Liaised and worked with the Corporate Information Security Manager on matters relating to Data Protection and to support the investigation of data protection complaints and breaches.
  • Supervised the work and development of members of the Complaints Team.
  • Oversaw all complaint investigations at Stages 2 and 3 of the Corporate and Statutory complaints procedures, liaising with investigating and adjudicating officers as required.
  • Developed and delivered training in effective customer care, complaints handling and investigations to staff across the Council.

Senior Complaints and Information Officer

London Borough of Tower Hamlets
London, E14
07.2008 - 10.2018
  • Developed and implemented procedures, working practices and training to comply with the FOI Act and subject access provisions of the Data Protection Act.
  • Ensured the efficient and effective operation of all complaint procedures in compliance with multiple complaints management legislation (Children's, Adult's and Corporate).
  • Investigated and responded to all final stage complaints and FOI / SAR and EIR reviews on behalf of the Council's Chief Executive.
  • Provided specialist support and advisory service in the handling of all complaints, FOI / SAR and EIR requests and representations.
  • Shared responsibility with the Complaints Manager for the development of policies and procedures relating to complaints and requests for information.
  • Ensured that all complaints and requests for information received by the Council were acknowledged, investigated and responded to in line with the relevant Council policies and procedures and statutory requirements.
  • Ensured that the learning and service improvements highlighted by complaints or other contacts with customers were identified and actioned.
  • Provided guidance, advice and support to staff on the management of complaints and information requests.
  • Developed and reviewed the information sharing requirements across the Council's various partners ensuring that the appropriate standards were in place within the Council for Information Governance and security.

Education

Bachelor of Science - Psychology

University Of Durham

A-Levels - English Literature, Psychology, History

Barking Abby Sixth Form College

GCSE -

Barking Abbey Comprehensive School

Timeline

Complaints Manager

Westminster City Council
05.2022 - Current

Customer Experience Manager

Haringey Council
08.2021 - 05.2022

Statutory and Corporate Complaints Manager

Thurrock Council
11.2018 - 08.2020

Senior Complaints and Information Officer

London Borough of Tower Hamlets
07.2008 - 10.2018

Bachelor of Science - Psychology

University Of Durham

A-Levels - English Literature, Psychology, History

Barking Abby Sixth Form College

GCSE -

Barking Abbey Comprehensive School

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