3Days left

Complaints Officer

  • Post Ref: 8696
  • Department: Children's Social Care
  • Salary details: £24,982 - £27,741 pro rata
  • Employment Status: Part Time
  • Hourly Rate:
  • Hours: 14.8
  • Contract Type: Permanent
  • Working Weeks:
  • Closing date: 27 June 2021
  • Interview date: TBC
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About the role:  Working alongside the Children’s Services Complaints Manager, you will be responsible for the receipt, validation and registration of all complaints in to the Service.  You will also ensure that the complaints procedure reflects current and up-to-date legislative requirements and good practice guidance.  You will also monitor trends within complaints and share your insights with the Complaints Manager, including providing periodical statistical reports and analysis to inform the broader monitoring of Children’s Services, and be involved in supporting service reviews arising from complaints and representations when required.

About you:  Ideally you will have some experience of working in a similar role, that adheres to the Children’s Act, Ombudsman regulations, and internal policies, or have the ability to assimilate this information and learn quickly.  This should be matched with a proven ability to act as the front-facing member of staff, in a public-facing service, including accurate recording of information, processes and procedures. You will be required to provide appropriate advice at each stage of the complaints process.  You should also be comfortable with making decisions on complaints at Stage 1, and ensuring compliance and smooth transition through Stages 2 & 3, following appropriate training and supervision in the role.

If you would like to discuss this post and find out more about this opportunity, please contact Service Manager Penny Ferguson, penny.ferguson@bcpcouncil.gov.uk