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- Tasks: Be the voice for citizens, addressing their concerns and feedback in Adult Services.
- Company: Join a dedicated team improving lives in Cardiff through essential care and support services.
- Benefits: Make a real impact in the community while developing your skills in a supportive environment.
- Why this job: This role offers a chance to champion public concerns and engage with diverse individuals.
- Qualifications: Strong communication skills and a passion for social care are essential; experience is a plus.
- Other info: Applications welcome in English and Welsh; this role requires a Disclosure & Barring Service check.
The predicted salary is between 30000 - 42000 £ per year.
Are you ready for an exciting opportunity? Join our dynamic Adult Services Complaints and Compliments Team within the Adults, Housing, and Communities directorate. Adult Services strives to support citizens across Cardiff to live well by providing access to essential care, support, and advice services.
About the job
As a key member of our team, you’ll work alongside experienced colleagues in Adult Services to:
- Champion Public Concerns: Act as a vital link between citizens and the directorate, ensuring that all concerns regarding care and support services are heard and addressed.
- Collaborative Problem-Solving: Work closely with colleagues to provide prompt and effective responses to complaints and correspondence from the public.
- Recognition and Feedback: Record and manage compliments and complaints on the Council’s system, ensuring every piece of feedback is valued.
- Cabinet Support: Assist Cabinet teams by efficiently handling enquiries from cabinet members, ensuring they have the information they need.
- Survey Development and Analysis: Partner with management to create and analyse staff and citizen surveys, providing insightful feedback to help shape future services.
- Confidential Meeting Coordination: Organise and take minutes for sensitive meetings, adhering strictly to confidentiality policies. These meetings may involve internal colleagues, external agencies, and members of the public.
- Public Interaction: Engage with members of the public both over the phone and in person, providing a friendly and professional point of contact for those who wish to complain, register a compliment or provide feedback on their experience.
- Reporting and Development: Contribute to the development of quarterly and annual reports for Adult Services, helping to highlight achievements and areas for improvement.
What We Are Looking For From You
Join Our Team! Are you passionate about making a difference in Adult Social Care? Do you possess strong administrative skills and an ability to communicate effectively? If so, we want you on our team!
What We’re Looking For:
- Knowledge and Experience: An understanding of Adult Social Care is essential. While previous experience supporting vulnerable adults is a plus, it’s not essential.
- Legislative Insight: Familiarity with Social Services and Complaints management legislation in Wales will be advantageous.
- Skilled at communicating: You’ll need excellent communication skills, including the ability to write clear and concise reports and responses.
- Supportive Nature: Confidence in guiding individuals through challenging situations is key. Your strong interpersonal skills will help you listen calmly and provide the right support.
- Computer Literacy: Proficiency in Microsoft Outlook, Word, and Excel is a must.
- Attention to Detail: You’ll be handling various tasks, so a keen eye for detail and the ability to meet tight deadlines are crucial.
- Public Interaction: You’ll be the friendly face and voice for members of the public, whether via email, phone, or in person.
- Organisational Insight: Understanding processes to drive organisational development and change will be part of your role.
The ability to speak other languages, in particular Welsh, and Community Languages would be an advantage.
Why Join Us? You’ll be part of a dedicated team committed to improving services for our citizens. Your contributions will directly impact the community, making a real difference in people’s lives.
Additional information
This post is subject to a Disclosure & Barring Service Basic Check. It is also suitable for post share.
Safeguarding and Child Protection are key priorities for the Council. We aim to support children and vulnerable adults to ensure they are as safe as they can possibly be. Our services and schools are committed to ensuring the safety and protection of all children and vulnerable adults, and will take action to safeguard their well-being, and acknowledge that children and vulnerable adults have a right to protection. This is supported in the general ethos of the Council and all schools.
We welcome applications in both English and Welsh. Applications submitted in Welsh will not be treated less favourably than those submitted in English.
We understand you might use AI and other resources for your application; however, please ensure all information you provide is factually accurate, truthful, original and does not include ideas or work that is not your own.
Please note the Council does not accept CV’s. When completing the supporting information section of your application, please ensure you refer to the below located on our website:
- Application Guidance
- Applying for jobs with us
- Behavioural Competency Framework
Additional Information:
- Employee Charter
- Recruitment of Ex-Offenders
- Privacy Notice
For an informal discussion about the opportunities within this role, please contact Kate deBoeck via email at
Ready to make a positive impact? Apply now and be a part of our team supporting and enhancing Adult Social Care services in Cardiff.
Job Category: Admin / Clerical
Department: Health & Social Care
Working Pattern/Contract Type: Full Time Permanent
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COMPLAINTS & ENGAGEMENT OFFICER employer: Cyngor Caerdydd/Cardiff Council
Contact Detail:
Cyngor Caerdydd/Cardiff Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land COMPLAINTS & ENGAGEMENT OFFICER
✨Tip Number 1
Familiarize yourself with the specific challenges and concerns faced by citizens in Adult Social Care. Understanding these issues will help you engage more effectively during interviews and demonstrate your commitment to making a difference.
✨Tip Number 2
Network with professionals in the field of Adult Social Care. Attend local events or join online forums to connect with others who work in this area, as they can provide valuable insights and potentially refer you to opportunities.
✨Tip Number 3
Brush up on your knowledge of Social Services and Complaints management legislation in Wales. Being well-versed in these regulations will not only boost your confidence but also show your potential employer that you are proactive and informed.
✨Tip Number 4
Practice your communication skills, especially in handling difficult conversations. Role-playing scenarios where you address complaints or provide support can prepare you for the public interaction aspect of the role.
We think you need these skills to ace COMPLAINTS & ENGAGEMENT OFFICER
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description. Understand the key responsibilities and required skills for the Complaints & Engagement Officer position, as this will help you tailor your application effectively.
Highlight Relevant Experience: In your supporting information, emphasize any experience you have in Adult Social Care or related fields. Even if you don't have direct experience, showcase transferable skills that demonstrate your ability to handle public concerns and complaints.
Demonstrate Communication Skills: Since excellent communication is crucial for this role, provide examples of how you've effectively communicated in previous positions. This could include writing reports, handling inquiries, or engaging with the public.
Follow Application Guidance: Make sure to refer to the Application Guidance on the Council's website when completing your application. Adhering to their specific instructions will show that you can follow processes and pay attention to detail.
How to prepare for a job interview at Cyngor Caerdydd/Cardiff Council
✨Understand Adult Social Care
Make sure you have a solid understanding of Adult Social Care and the specific challenges faced by vulnerable adults. This knowledge will help you demonstrate your passion for making a difference during the interview.
✨Showcase Your Communication Skills
Prepare to discuss examples of how you've effectively communicated in previous roles. Highlight your ability to write clear reports and handle public interactions, as these skills are crucial for the position.
✨Familiarize Yourself with Relevant Legislation
Brush up on Social Services and Complaints management legislation in Wales. Being knowledgeable about these laws will show that you're serious about the role and understand the framework within which you'll be working.
✨Demonstrate Attention to Detail
Be ready to provide examples of how you've managed multiple tasks while maintaining a keen eye for detail. This is essential for handling complaints and feedback accurately and efficiently.
