At a Glance
- Tasks: Manage and coordinate statutory complaints in Social Care, ensuring fair outcomes for residents.
- Company: Local authority in Hounslow with a commitment to community service.
- Benefits: Competitive hourly rate, hybrid working model, and potential for contract extension.
- Other info: Opportunity to work with senior stakeholders and improve service delivery.
- Why this job: Make a real difference in people's lives while developing your skills in a supportive environment.
- Qualifications: Experience in handling Social Care complaints and strong written communication skills.
The predicted salary is between 40000 - 50000 £ per year.
Location: Local authority based in Hounslow
Hourly rate: £21.41 PAYE/ £28.48 Umbrella
Contract Length: 3-month temporary contract (possibility of extension)
Working Pattern: Monday- Friday, 8.45am- 5pm (36 hours per week)
Working Arrangements: Hybrid model: 2 days in Hounslow House office, 3 days working remotely
ASAP Start
Job Purpose
As a Customer Relations Officer, you will play a critical role in managing and coordinating statutory complaints, with a strong focus on Social Care complaints (Adult and/or Children's Services). You will ensure complaints are handled in line with legislation, Ombudsman expectations, and internal policies, delivering fair, transparent, and timely outcomes for residents. This role is central to ensuring the Council meets its statutory obligations, learns from complaints, and continuously improves services.
Key Responsibilities
- Social Care Statutory Complaints (Core Focus)
- Lead the coordination, tracking, and resolution of Social Care statutory complaints, ensuring compliance with legislative frameworks and statutory timescales.
- Apply knowledge of the Local Authority Social Services and National Health Service Complaints Regulations and relevant Children's statutory complaint procedures.
- Liaise with Investigating Officers, Independent Persons, and service managers to ensure robust, evidence-based complaint investigations.
- Ensure responses meet regulatory standards and Ombudsman Complaint Handling Code requirements.
- Identify risks, systemic issues, and learning from Social Care complaints and escalate where appropriate.
- Complaints & Customer Relations Management
- Manage a caseload of complex corporate and statutory complaints, including escalations and multi-stage investigations.
- Draft high-quality, clear, and empathetic responses on behalf of senior officers.
- Act as a key point of contact for complainants, MPs, Members, and internal stakeholders.
- Handle sensitive and high-risk cases with professionalism, diplomacy, and confidentiality.
- Information Requests & Governance
- Support the management of FOI, EIR, and GDPR requests, ensuring statutory deadlines are met.
- Maintain accurate records and case management data.
- Ensure compliance with data protection and information governance requirements.
- Performance, Insight & Improvement
- Analyse complaint trends, particularly in Social Care, to identify recurring themes and service risks.
- Produce reports and management information for senior leadership.
- Work with services to embed learning and improve service delivery.
- Stakeholder Engagement
- Build strong relationships with Social Care teams, senior managers, and external stakeholders.
- Provide expert advice on complaints handling and statutory processes.
- Support and mentor colleagues to improve complaint handling standards.
About You
We are particularly keen to hear from candidates who have:
- Proven experience handling Social Care statutory complaints (Adult or Children's Services essential)
- Strong understanding of statutory complaint regulations and Ombudsman requirements
- Experience managing complex, sensitive, and high-risk cases
- Excellent written skills, with the ability to draft detailed investigation responses
- Confidence working with senior stakeholders, including MPs and senior managers
- Strong organisational skills with the ability to manage competing deadlines
Customer Relations Officer (Social Care) employer: Adecco
As a Customer Relations Officer in Hounslow, you will join a supportive and dynamic local authority that prioritises employee well-being and professional development. With a hybrid working model, you can enjoy the flexibility of remote work while being part of a team dedicated to improving social care services for the community. The council fosters a culture of continuous learning and collaboration, ensuring that you have the resources and opportunities to grow in your role while making a meaningful impact on residents' lives.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relations Officer (Social Care)
✨Tip Number 1
Network like a pro! Reach out to people in the social care sector, especially those who work in customer relations. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to handling complaints and working with stakeholders. We recommend role-playing with a friend to boost your confidence and refine your responses.
✨Tip Number 3
Showcase your expertise! Bring examples of how you've successfully managed complex complaints in the past. This will demonstrate your skills and give you an edge over other candidates.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing familiar faces from our community!
We think you need these skills to ace Customer Relations Officer (Social Care)
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight your experience with Social Care statutory complaints. We want to see how your skills align with the job description, so don’t hold back on showcasing your relevant expertise!
Showcase Your Writing Skills:Since this role requires excellent written communication, take the time to draft a clear and concise cover letter. We’re looking for someone who can articulate their thoughts well, so make every word count!
Be Professional and Empathetic:When discussing your experiences, especially with sensitive cases, demonstrate your professionalism and empathy. We value candidates who can handle complex situations with care and understanding, so let that shine through in your application.
Apply Through Our Website:We encourage you to apply directly through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates regarding your application status!
How to prepare for a job interview at Adecco
✨Know Your Legislation
Make sure you brush up on the Local Authority Social Services and National Health Service Complaints Regulations. Understanding these regulations will not only help you answer questions confidently but also show that you're serious about the role.
✨Showcase Your Experience
Prepare specific examples from your past work where you've successfully managed complex complaints, especially in social care. Use the STAR method (Situation, Task, Action, Result) to structure your responses and highlight your problem-solving skills.
✨Practice Empathy
As a Customer Relations Officer, you'll need to handle sensitive cases with care. Think of scenarios where you had to demonstrate empathy and professionalism. Practising how you would respond to difficult situations can really set you apart.
✨Engage with Stakeholders
Be ready to discuss how you've built relationships with various stakeholders in previous roles. Highlight your communication skills and how you’ve effectively liaised with senior managers or external parties, as this is crucial for the position.
