Complaints & information Officer - Children and Education in Hackney

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.
• Degree, professional qualification, or equivalent relevant experience.
• Enhanced DBS clearance required.

Additional Information

• Location: Hackney Service Centre, London
• Working Pattern: Hybrid working – 2 days per week in the office
• Hours: 36 hours per week
• Pay: Bi-weekly payments available