At a Glance
- Tasks: Lead investigations into complex complaints, ensuring children's voices are heard and service improvements identified.
- Company: Local authority dedicated to enhancing children's services in Hackney.
- Benefits: Hybrid working, competitive pay, and the chance to make a real difference.
- Other info: Join a supportive team focused on continuous improvement and professional growth.
- Why this job: Be a champion for children and families, driving positive change in your community.
- Qualifications: Experience in managing statutory complaints and strong communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
City Hackney, Province Hackney, Postal Code E2
3 Month Contract With A Local Authority
Job Purpose
To lead the investigation and resolution of complex statutory and corporate complaints within Children's Services, ensuring compliance with the Children Act complaints procedure, Local Government & Social Care Ombudsman (LGSCO) requirements, and council policies. The role acts as the key point of contact for complaint handling across the directorate, providing expert advice to managers, identifying service improvements through complaint analysis, and ensuring the voices of children, young people, and families are central to service development and quality assurance.
Key Responsibilities
- Manage and investigate complex Stage 1 Children Act and corporate complaints, supporting Stage 2 and Stage 3 investigations where required.
- Provide expert advice and guidance to managers on complaints handling, statutory requirements, Ombudsman guidance, and best practice.
- Act as the main point of contact for complainants, including children, young people, parents, carers, advocates, legal representatives, and other stakeholders.
- Lead on responses to complex cases referred to the Local Government & Social Care Ombudsman (LGSCO), ensuring robust investigations and high-quality outcomes.
- Analyse complaint trends, themes, outcomes, and performance data to identify service improvements and reduce recurring issues.
- Produce reports and management information for senior leaders, highlighting risks, learning opportunities, and service improvement recommendations.
- Work collaboratively with operational teams, quality assurance functions, and partner agencies to ensure learning from complaints drives continuous improvement.
- Develop and deliver guidance, training, and best practice resources to improve complaint handling across Children's Services.
- Maintain accurate records and case management systems, ensuring compliance with statutory timescales and organisational procedures.
- Support Freedom of Information (FOI), Subject Access Request (SAR), and information governance activities during periods of high demand.
- Deputise for the Complaints & Information Manager when required, including supervision of team members and workload management.
- Promote a child-centred, trauma-informed, and anti-racist approach in all aspects of complaint investigation and service improvement.
Requirements
- Significant experience managing complex statutory complaints within Children's Social Care or Children's Services.
- Strong knowledge of the Children Act complaints procedure, Local Government & Social Care Ombudsman (LGSCO) Complaint Handling Code, and local authority complaints processes.
- Experience conducting thorough investigations and producing evidence-based findings and recommendations.
- Ability to analyse qualitative and quantitative data and translate findings into actionable service improvements.
- Excellent written communication skills with the ability to produce detailed reports, complaint responses, and briefing papers.
- Strong stakeholder management skills, with the confidence to challenge senior managers and influence service improvements.
- Experience handling sensitive and high-risk cases involving vulnerable children, young people, and families.
- Knowledge of Data Protection, GDPR, Freedom of Information (FOI), and Subject Access Request (SAR) legislation.
- Experience supervising staff, coordinating workloads, or deputising for managers is desirable.
- Enhanced DBS clearance required.
Location
Hackney Service Centre, London
Working Pattern
Hybrid working – 2 days per week in the office
Complaints & information Officer - Children and Education employer: Civic Recruitment Limited
As a Complaints & Information Officer within Hackney's Children's Services, you will be part of a dedicated team committed to ensuring the voices of children and families are heard and acted upon. The local authority offers a supportive work culture that prioritises professional development, with opportunities for training and growth in a hybrid working environment. By joining us, you will play a vital role in driving service improvements while working collaboratively with passionate colleagues in a vibrant London setting.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints & information Officer - Children and Education
✨Get Engaged in Local Politics
Dive into your local council meetings or community boards. These spaces are packed with people who are already in the public sector and might have insider tips on upcoming temporary roles. Plus, you can connect directly with key decision-makers.
✨Stay Alert for Seasonal Recruitment
Many public sector jobs ramp up during certain times of the year, especially around election seasons or local budget planning periods. Keep your eyes peeled for recruitment drives during these windows, as they're prime times for temporary positions.
✨Leverage Online Job Portals
Don’t forget to check government job boards or websites like the local council's site for temporary postings. This is where many roles first get advertised, and applying directly here can speed things up.
✨Tap Into Your University Resources
If you're at university, make the most of your career services to discover opportunities in the public sector. They often have connections with local government employers who are looking for temporary staff and can help you polish your approach.
We think you need these skills to ace Complaints & information Officer - Children and Education
Some tips for your application 🫡
Emphasise your understanding of public policy:In your application, make sure to highlight any knowledge or experience you have related to public policy, governance or community engagement. Show us how you can contribute to the public sector’s mission, especially if you've worked on relevant projects or initiatives before!
Tailor your CV to the sector's expectations:When crafting your CV, focus on including experiences that showcase your ability to work within government structures or similar environments. Use clear, concise language and consider adding any volunteer work or internships that reflect your commitment to public service.
Show flexibility and willingness to learn:Since this is a temporary role, it’s crucial to convey your adaptability and eagerness to pick up new skills quickly. In your cover letter, let us know how you plan to make the most of this short-term experience and what you hope to learn from it.
Include relevant certificates and training:If you've completed any training or have certifications that are relevant to the role (like public administration, project management, or data analysis), don't forget to mention them. These can really make you stand out in the application process!
How to prepare for a job interview at Civic Recruitment Limited
✨Demonstrate Your Commitment to Public Service
In the government and public sector, showing that you're genuinely passionate about serving the community is key. Get ready to share examples where you've contributed to social good or tackled community issues, as this will resonate with interviewers from Civic Recruitment Limited.
✨Prepare for Policy and Regulatory Questions
Expect questions about policies, regulations, or recently implemented government initiatives. Brush up on the latest news relating to public sector developments—being informed will help you demonstrate that you're ready to hit the ground running, especially in a temporary role.
✨Flexibility is Your Best Friend
Since this is a temporary role, emphasise your ability to adapt quickly. Share examples where you've successfully taken on new challenges or adjusted to different team dynamics, that'll show Civic Recruitment Limited that you’re reliable and can effectively support various projects without a long onboarding process.
✨Prepare to Showcase Teamwork Skills
In the public sector, collaboration is vital. Be ready to discuss past experiences working in teams, especially in diverse environments. Highlight how you've contributed positively to group settings—this could really set you apart from other candidates in this temporary role.
