Intake Team Manual

1 The Intake Team:

Last updated: March 2024

1.1 Purpose

The Intake team are the gateway to accessing the services of the Local Government and Social Care Ombudsman. 

The objective is to provide an accessible and knowledgeable front-line service to members of the public. The team handles all enquiries via our online complaints service, telephone and post. 

Their role is to identify premature complaints, to filter out all misdirected and incomplete contacts and to send viable complaints to the Assessment Team.

1.2 Structure

The Customer Service Manager leads two Intake Team Leaders (ITLs) and 10 Complaints Advisors (CAs) and one Administrative Assistant. The ITLs supervise the advisors and lead day-to-day operations to target the achievement of service levels.

There are two reporting lines for management purposes, however the team will act as one unit.

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