Feedback and Complaints Officer

We are looking for someone with a proven track record in handling feedback and complaints. You must have experience of engaging with children and young people and using child friendly approaches to gather feedback and using this feedback to improve services. You must be passionate about resolving issues and making sure deadlines are met, using what we learn from feedback and complaints to improve outcomes for children. You must have excellent interpersonal and communication skills, and be able to multi-task and prioritise effectively.

You’ll also need a good eye for detail, be comfortable using complaints management systems and be familiar with Office 365 products, including Teams. You’ll be able to produce reports in relation to complaints and have the confidence and skills to engage with our partners and senior leaders. You need excellent analytical skills and the ability to accurately capture data to inform improvements.

This role provides a great opportunity to help children and young people in need of care and protection to provide feedback on their experiences so we can improve children’s hearings. We are keen to enhance our feedback channels and our primary aim is to resolve most of our complaints at the frontline, without the need for formal investigation, whilst using this feedback to support organisational learning.

As Feedback and Complaints Officer, you will play a key role in improving processes relating to feedback and complaints management. You will be handling complaints in line with SPSO guidelines. Our 2,000 volunteer Panel Members take part in children’s hearings in their local areas, making decisions with and for infants, children and young people and you’ll use the insights that you glean from dealing with feedback and complaints to support the panel community in a sensitive way so we can improve their practice.

You will also provide support to colleagues in our nine regional management teams, providing advice and guidance as appropriate as well as dealing with internal complaints. You will have the opportunity to get involved in other projects to promote and encourage children and young people to provide feedback about their experience at their hearing. You’ll use what we earn from feedback and complaints analysis to identify themes and trends that we can use to support our quality, learning and practice colleagues.

Key Responsibilities

You will need to capture the details of complaints accurately, establish what outcomes are required and work with our volunteer community and other partners to establish the facts so that you can respond to the complaint appropriately within the timelines required. You’ll need a good understanding of public sector complaints and the requirements of the Scottish Public Services Ombudsman’s Model Complaints Handling Procedure. You’ll need to engage with children and young people with a view to supporting them to share their thoughts and to find ways to encourage them to tell us what went well and what we could do differently or better.

You will also support the continued development and enhancement of our child friendly feedback and complaints procedure, an improved feedback loop and supporting the continued development of relationships with our key partners. Please be aware that some travel may be necessary as a requirement of this job, as well as occasionally having to work outside CHS’s normal working hours.

Our Feedback and Complaints team consists of two Feedback and Complaints officers working a job share as well as the Feedback and Complaints Management Officer who is responsible for the team. The team sits within our Practice and Standards Team with direct links to our Practice, Quality, Participation and Learning teams. This is an exciting time to join the team as we are seeking to enhance our feedback channels for children and young people and our Child Friendly Complaints approach, so that we encourage more and more young people to tell us about their hearings experience.

As an organisation that works within the children’s hearings system, we are passionate about making a positive contribution to improving outcomes for Scotland’s infants, children and young people. Our values are at the very heart of what we do every day. By working with us, you’ll be joining a diverse community of colleagues and volunteers. At CHS we are proud to celebrate difference. We all have different skills, experience and backgrounds and we strive to have a friendly and inclusive culture where you can be yourself.

CHS is an equal opportunities employer. We encourage diversity and are committed to creating an inclusive environment for all employees. We actively encourage applicants from all protected characteristics and are committed to providing any reasonable adjustments required during application and assessment process, and upon joining us.

For more details, please download the application pack on our website which includes a full job description and a person specification. Please note that CVs are not accepted. Closing Date: Tuesday 6th May (midnight). After the closing date, this role profile won’t be available on our website, so please save a copy when you apply.