Complaints Officer – Social Care | 6-Month Contract
£25.91 Per Hour (Umbrella) | Bi-Weekly Pay
Client: Local Authority
Location: Dudley
Working Arrangement: Hybrid – 3 days per week on-site
Pay Rate: £25.91 per hour (Umbrella)
Pay Frequency: Bi-weekly
Contract Length: 6 months
Summary
We are seeking a seasoned Complaints Officer – Children's Social Care to join a Local Authority in Dudley for an initial 6-month contract. The role involves providing specialized support to the Children's Services team by managing Stage 1 and Stage 2 complaints effectively. You will be instrumental in ensuring that complaints are handled efficiently, responses are precise and timely, and insights from complaints are leveraged to enhance service quality. This position is ideal for someone with robust experience in complaints management within Children's Social Care, who can collaborate with frontline managers to enhance the experiences of children, young people, and families.
Key Responsibilities
- Manage and oversee the process of Stage 1 and Stage 2 complaints in Children's Services from start to finish.
- Track complaint timelines, address outstanding cases, and escalate potential delays.
- Collaborate with frontline managers to draft and ensure the quality of complaint responses.
- Address all complaint points with clarity, accuracy, and professionalism.
- Foster communication that is respectful, accessible, and focused on children and families.
- Provide necessary explanations, apologies, and remedies.
- Facilitate the progression and commissioning of Stage 2 complaints.
- Maintain comprehensive and accurate complaint records and documentation.
- Identify patterns, learning opportunities, and areas for service enhancement.
- Integrate complaint outcomes and insights into service improvement and management strategies.
- Coach and support frontline managers with templates, guidance, and feedback to refine complaints handling processes.
- Contribute to sustainable improvements in complaints management across Children's Services.
Essential Skills & Experience
- Proven experience in handling complaints within Children's Social Care or a similar local authority environment.
- In-depth knowledge of Stage 1 and Stage 2 complaints procedures.
- Experience in drafting, reviewing, and ensuring the quality of formal complaint responses.
- Competence in managing multiple complaints and meeting competing deadlines.
- Exceptional written and verbal communication skills.
- Experience collaborating with frontline managers and senior stakeholders.
- Strong organizational skills and meticulous attention to detail.
- Ability to identify themes, analyze complaint trends, and recommend service improvements.
- A professional, empathetic, and child-centered approach.
Contract Details
- Job Title: Complaints Officer – Children's Social Care
- Pay Rate: £25.91 per hour (Umbrella)
- Pay Frequency: Bi-weekly
- Contract Length: 6 months
- Client: Local Authority
- Location: Dudley
- Working Arrangement: Hybrid – 3 days per week on-site
If you possess experience in managing Children's Social Care complaints and are adept at handling Stage 1 and Stage 2 processes, we encourage you to apply!
Submit your application today to be considered for this role!
Complaints Officer - Social Care in Dudley employer: Civic Recruitment Limited
Civic Recruitment Limited is an exceptional employer that prioritises meaningful impact in the community, particularly for children and families. With a strong commitment to professional development and a collaborative work culture, employees are empowered to drive positive change while enjoying the benefits of flexible working arrangements and a supportive team environment in Ipswich. This role offers a unique opportunity to lead significant projects that align with national reforms, making a real difference in the lives of those served.
