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For Companies At a Glance
- Tasks: Handle and analyse complaints, ensuring compliance with regulations and providing insights for service improvement.
- Company: Join BCP Council, serving a vibrant community of 400,000 residents along a stunning coastline.
- Benefits: Enjoy a competitive benefits package, including career development opportunities and a supportive work environment.
- Why this job: Make a real impact in children's services while developing your skills in a dynamic team.
- Qualifications: Experience in a similar role is preferred, but a willingness to learn and adapt is essential.
- Other info: This role requires a DBS check to ensure the safety of the community.
The predicted salary is between 28800 - 43200 £ per year.
Job Introduction
Complaints Officer
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 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 have been in a process of collective bargaining since 2019 and have positively worked forward to reach an agreed position with the unions for the new contractual offer. This has taken longer than we hoped and therefore we are having to consider all alternative avenues available to enable us to remove inequality in the organisation as a result of bringing together 3 councils.
We are in the process of establishing a timescale for implementation, and all colleagues joining us will be included in these changes. We want to reassure everyone that whichever route is taken to reach the new terms and conditions, we can honour continuous service and there will not be any job reduction as a result of the implementation of Pay and Reward. If you have any questions at all about this process, please feel free to raise this with the hiring manager.
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.
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Complaints Officer employer: BCP Council
Contact Detail:
BCP Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Officer
✨Tip Number 1
Familiarise yourself with the Children’s Act and Ombudsman regulations. Understanding these frameworks will not only help you in the role but also demonstrate your commitment to compliance during any discussions with the hiring manager.
✨Tip Number 2
Prepare to discuss your experience in handling complaints or similar situations. Think of specific examples where you successfully resolved issues, as this will showcase your problem-solving skills and ability to work under pressure.
✨Tip Number 3
Research BCP Council and its services thoroughly. Being knowledgeable about their operations and community impact will allow you to engage more meaningfully during interviews and show that you are genuinely interested in contributing to their mission.
✨Tip Number 4
Reach out to Teresa Salmon, the Complaints Manager, for an informal chat about the role. This can provide you with valuable insights and demonstrate your proactive approach, which is a key quality for a Complaints Officer.
We think you need these skills to ace Complaints Officer
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of a Complaints Officer. Highlight key skills and experiences that align with the role.
Tailor Your CV: Customise your CV to reflect relevant experience in handling complaints, knowledge of the Children’s Act, and any public-facing roles. Use specific examples to demonstrate your skills.
Craft a Strong Cover Letter: Write a compelling cover letter that outlines your motivation for applying, your understanding of the complaints process, and how your background makes you a suitable candidate for the position.
Proofread Your Application: Before submitting, carefully proofread your application materials for spelling and grammatical errors. A polished application reflects attention to detail, which is crucial for this role.
How to prepare for a job interview at BCP Council
✨Understand the Complaints Process
Familiarise yourself with the complaints procedure relevant to children's services. Be prepared to discuss how you would handle complaints at different stages and demonstrate your understanding of the legislative requirements and good practice guidance.
✨Showcase Your Communication Skills
As a front-facing member of staff, effective communication is key. Practice articulating your thoughts clearly and confidently, especially when discussing sensitive topics. Highlight any previous experience where you've successfully managed public-facing interactions.
✨Prepare for Scenario-Based Questions
Expect questions that assess your decision-making skills in handling complaints. Prepare examples from your past experiences or hypothetical scenarios where you can showcase your ability to resolve issues while adhering to policies and procedures.
✨Demonstrate Analytical Skills
Be ready to discuss how you would monitor trends within complaints and provide insights. Mention any experience you have with data analysis or reporting, as this will be crucial for informing service reviews and improvements.
