At a Glance
- Tasks: Manage complaints and drive service improvements for children and families.
- Company: London Borough of Hackney, committed to making a difference.
- Benefits: Competitive pay, hybrid work model, and impactful role.
- Other info: Opportunity to lead and grow in a supportive environment.
- Why this job: Champion the voice of young people and influence positive change.
- Qualifications: Experience in handling complex complaints and strong communication skills.
The predicted salary is between 40296 - 49250 £ per year.
Location: Hackney E8
Hybrid: 2 days in the office
Pay: £188.55 Per Day PAYE / £254.08 Per Day Umbrella
Start date: ASAP
Length: 6-8 weeks
DBS required
About the Role
Are you an expert in handling statutory complaints with a passion for driving service improvements and protecting the rights of children and families? The London Borough of Hackney is seeking a Complaints and Information Officer to step into a vital role within our Children and Education Directorate.
In this role, you will serve as the primary operational point of contact for corporate and Children's Act complaints. You will use your deep knowledge of complaint standards to ensure fair resolutions for service users, act as a strategic thinking partner for leadership, and directly influence positive changes across our services. If you are ready to use your skills to champion the voice of children and young people, we want to hear from you!
Key Responsibilities
- Complaint Investigations: Manage effective Stage 1 complaint investigations and contribute to Stages 2 and 3 processes. Conduct complex investigations and confidently challenge service managers to ensure objective, evidence-based outcomes.
- Strategic Insight and Learning: Monitor complaint trends and data to identify systemic failures, co-design intervention solutions to mitigate risk, and ensure that lessons learned are linked to our wider quality assurance frameworks.
- LGSCO and Legislation Expertise: Serve as a subject matter expert on statutory complaint legislation and the LGSCO code, leading on complex cases referred to the Ombudsman and determining the Council's position.
- Service User Engagement: Work directly with young people, parents, carers, advocates, and legal representatives to keep them fully informed about their complaint's progress.
- Team Leadership and Capacity: Provide official deputised line management and day-to-day supervision for up to two roles during manager absences or peak workloads. Provide additional support for Information Requests (FOIs and SARs) when needed.
What We Are Looking For
- Experience: Significant experience managing complex, high-risk statutory complaint caseloads in a local authority setting. You also bring proven experience leading or supervising staff, resolving conflict, and managing administrative tracking systems.
- Knowledge: A comprehensive understanding of the Children's Act complaints procedures, LGSCO complaint handling codes, and Data Protection legislation (GDPR/FOI/SAR).
- Values-Driven Approach: Deep empathy for vulnerable children and families. An awareness of the impact of systemic and everyday racism and oppression, with a commitment to embedding anti-racist principles in your work.
- Communication and Negotiation: Strong written and verbal communication skills, with the ability to present complex data clearly to various audiences and manage sensitive conflicts.
- Qualifications: A degree, relevant professional qualification, or equivalent recent and relevant experience.
Please Note: A satisfactory Disclosure and Barring Service (DBS) check is required for this role.
Complaints & information Officer employer: Connect2Hackney
Connect2Hackney is an exceptional employer that fosters a collaborative and inclusive work culture, allowing Senior Cloud Engineers to thrive in a dynamic environment. With a strong commitment to professional development, employees are encouraged to grow their skills while contributing to innovative projects that enhance the community. Located in the vibrant London Borough of Hackney, you will enjoy the unique advantage of working in a diverse area that values transparency and high-quality service delivery.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints & information Officer
✨Get Involved in Local Community Projects
One of the best ways to land a temporary role in social work is to dive headfirst into local community projects. Volunteer your time or skills at local charities or community centres to not only gain experience but also to connect with professionals in the field. They might just have some insider knowledge on temporary positions that pop up!
✨Engage with Social Work Networks
Join online forums and social media groups specifically for social workers. Platforms like Facebook or LinkedIn have dedicated groups where professionals share temporary job opportunities. Being an active member can help you stay in the loop and even get recommendations from those already in the field.
✨Attend Workshops and Seminars
Keep an eye out for workshops, seminars, or conferences related to social work in your area. These events aren't just great for learning; they're also hotbeds for networking! You never know who might be hiring or can point you towards a temporary position while you're soaking up new skills.
✨Apply Directly Through Our Website!
When you spot a role that piques your interest, especially for a temporary position, make sure to apply directly through our website! This not only shows your commitment to Connect2Hackney, but also gives you an edge by putting your application right in front of the hiring team. Let’s get you moving on that path to your next opportunity!
We think you need these skills to ace Complaints & information Officer
Some tips for your application 🫡
Show Your Passion for Social Work:In your cover letter, let's highlight why you're passionate about social work and how your values align with those of Connect2Hackney. Share specific experiences where you made a difference, as this field thrives on genuine motivation and connection.
Demonstrate Relevant Experience:When listing your experience, focus on any internships, volunteer roles, or temporary positions you've had in social work or related fields. Those skills are gold! Think about situations where you helped individuals or communities, and don't forget to mention any relevant certifications, like safeguarding or mental health first aid.
Keep It Concise and Relevant:Remember, for a temporary role, hiring managers want to see how you fit in and can hit the ground running. Keep your CV clear and to the point, showcasing only the experience that really matters for the role at Connect2Hackney. We recommend a two-page limit – make every word count!
Emphasise Flexibility and Adaptability:Considering this is a temporary position, it's vital to show you can adapt to new environments quickly. In your application, highlight any past experiences where you had to adjust to different teams or roles smoothly. This shows you understand the nature of temporary work and are ready for the challenge!
How to prepare for a job interview at Connect2Hackney
✨Sharpen Your Empathy Skills
In social work, it's all about understanding and connecting with people from diverse backgrounds. Make sure to prepare some examples from your experience where you've demonstrated empathy and resilience. Practising active listening techniques can help you articulate your approach during the interview with Connect2Hackney.
✨Know Your Frameworks
Familiarise yourself with key social work theories and frameworks, like the ecological systems theory or person-centred approaches. These concepts might pop up during your interview for the temporary Complaints & information Officer role at Connect2Hackney, so it's good to have a couple of insights ready to share.
✨Highlight Flexibility and Adaptability
Since this is a temporary position, showcasing your flexibility is key. Be prepared to discuss past experiences where you quickly adapted to new environments or changing client needs, which is crucial in the dynamic world of social work.
✨Prepare for Scenario-Based Questions
Expect some scenario-based questions that test your decision-making skills and ethical judgement. Think about how you would handle specific challenges you might face in the field. Having a clear structure for your answers will show Connect2Hackney that you can think critically and act effectively under pressure.
