Senior Complaints Officer (Children's Services)

Job Introduction

Senior Complaints Officer (Children's Services)

About the role:  Reporting to the Children’s Services Complaints Manager, you will deputise for the Complaints Manager including representing the Council at Complaint Panels, assisting with training delivery, quality assurance of complex complaint reports in particular those at Stage 2 and Stage 3 of the Children Act Complaints process, assisting with coaching a team of Complaint Officers, identify, and develop improvements to the service and providing specialist advice. Along with the other team members you will also be responsible for the receipt, validation and registration of all complaints into the Service.  You will ensure that the complaints procedure reflects current and up-to-date legislative requirements and good practice guidance.  You will 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 all stages, and ensuring compliance and smooth transition through the process 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 Complaints Manager Teresa Salmon at teresa.salmon@bcpcouncil.gov.uk 

About BCP Council

BCP Council provides services to a diverse community of 400,000 residents and employs more than 5,000 people.  Our area includes over 15 miles of beautiful world-renowned coastline.  We can offer career defining roles to transform and improve services.  By working with us, you can help deliver a vision of a thriving, word-class, prosperous and inclusive place for generations to come.

Our Benefits

We offer an excellent benefits package for further details see here

As a result of the creation of BCP Council in 2019, we are working on simplifying our terms and conditions of service and will be creating a single pay structure which is to be applicable for all employees. It is important to us that we offer benefits that our colleagues value as part of their total employment package and we are reviewing these to make sure we have it right. We are in the process of establishing a timescale for implementation and colleagues joining us will be included in these changes. Expected to be in place 2024.

DBS

BCP Council is committed to safeguarding and promoting the welfare of the community and expects all staff and volunteers to share the same commitment. Applicants to this post will be required to complete the appropriate level of Disclosure & Barring Service Check. Please refer to the Job Description or Role Profile for more details.