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- Tasks: Support individuals with complaints and access to their social care records in a compassionate manner.
- Company: Join Leicester City Council and be part of a dedicated team making a difference.
- Benefits: Enjoy flexible working, generous leave, and training opportunities.
- Why this job: Make a real impact on children's services while developing your skills.
- Qualifications: Experience with sensitive issues and excellent communication skills required.
- Other info: Dynamic role with a focus on empathy and resilience.
The predicted salary is between 30000 - 40000 £ per year.
Full Time / 37 Hours Per week / Fixed Term for 12 months
Overview
Are you a team player who would like to join our service as a Complaints and Access to Records Officer? You will join a small but dedicated team that provides a valuable service to individuals who have used our service both currently and in the past. This is an exciting time to join Leicester City Council and be part of our improving service, ensuring children are at the heart of our work. The Complaints and Access to Records Team sits within the Children’s Safeguarding and Quality Assurance Service and includes a Service Manager, Senior Officers, Complaints and Access to Records Officers and an Admin and Business Support Officer. The team advises, guides and supports individuals who want to make a complaint or have access to their social care records, and provides social care records to the police for use in criminal cases. Indirectly, the work can highlight areas to improve services provided by the Social Care and Education division.
After an initial office-based induction you’ll work flexibly between home and Halford House. This is a full-time, fixed term role with core hours 8:30am-5:00pm Monday to Thursday and 8:30am-4:30pm on Friday. Flexible working hours are available. We will consider this vacancy on a secondment basis for Leicester City Council employees. If applying on secondment, please inform your line manager before applying.
What you’ll be doing
- Liaise daily with individuals who have been under the care of children’s services, or their parents, advocates or solicitors, regarding complaints or requests for access to records (SAR - Subject Access Requests).
- Hold a SAR caseload and discuss with requesters in a compassionate manner what information they want and how they would like to receive it.
- Redact third-party information from social care files before release and keep accurate records of all work.
- Accurately record complaints, explain the complaints procedure and manage the process to ensure they progress within the legal framework.
- Hold a caseload of police and CPS requests and liaise with officers to agree timescales for information on social care records for use in criminal prosecutions.
What you’ll need
- Knowledge and understanding of the children’s statutory complaints process, Data Protection, information governance and the SAR process; experience of working on sensitive issues in a complex organisation.
- Excellent communication skills; ability to deal effectively with individuals, families and external organisations such as police and other agencies.
- Ability to follow procedures in accordance with legislation and statutory processes; confident in explaining necessary actions.
- Empathy, resilience and the ability to handle distressing information; capacity to develop coping mechanisms for this work.
- Ability to deal with people over the telephone who may be irate or aggressive.
What we can offer you
- Healthy work/life balance with flexible working options.
- Generous annual leave and Local Government Pension Scheme membership.
- Training and development opportunities and a range of flexible benefits (discounts on city buses and trains).
- Benefits calculator for illustrative values.
Join us
We are committed to recruiting a diverse and talented workforce and aim to build a council that is representative of our city. Our recruitment process is designed to be fair and welcoming. For an informal discussion about this post, contact Therese Ball or another team member on 0116 454 2430. Interviews/assessments will take place on 11 May.
Complaints and Access to Records Officer in Leicester employer: Leicester City Council
Contact Detail:
Leicester City Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints and Access to Records Officer in Leicester
✨Tip Number 1
Get to know the team! Before your interview, do a bit of research on Leicester City Council and the Complaints and Access to Records Team. Understanding their values and recent projects can help you connect with the interviewers and show that you're genuinely interested.
✨Tip Number 2
Practice your communication skills! Since this role involves liaising with individuals who may be distressed or upset, it’s crucial to demonstrate your empathy and resilience during the interview. Role-play with a friend to get comfortable handling tough conversations.
✨Tip Number 3
Showcase your problem-solving abilities! Think of examples from your past experiences where you successfully managed complaints or sensitive issues. Be ready to discuss how you navigated those situations and what you learned from them.
✨Tip Number 4
Don’t forget to ask questions! At the end of your interview, have a few thoughtful questions prepared about the team dynamics or the challenges they face. This shows your enthusiasm for the role and helps you gauge if it’s the right fit for you.
We think you need these skills to ace Complaints and Access to Records Officer in Leicester
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight your experience and skills that match the role of Complaints and Access to Records Officer. We want to see how your background aligns with our mission to support individuals in a compassionate manner.
Showcase Your Communication Skills: Since this role involves liaising with various stakeholders, it's crucial to demonstrate your excellent communication skills. Use clear and concise language in your application to reflect your ability to handle sensitive conversations effectively.
Highlight Relevant Experience: If you've worked with complaints processes or have experience in data protection and information governance, make sure to mention it! We’re looking for candidates who can navigate complex issues with empathy and resilience.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother application process. It’s the best way for us to receive your application and ensure you’re considered for this exciting opportunity!
How to prepare for a job interview at Leicester City Council
✨Know Your Stuff
Make sure you brush up on the children's statutory complaints process and the Subject Access Requests (SAR) procedure. Familiarise yourself with relevant legislation and how it applies to the role, as this will show your understanding of the complexities involved.
✨Show Empathy
Since you'll be dealing with sensitive issues, it's crucial to demonstrate your ability to empathise with individuals who may be distressed. Prepare examples from your past experiences where you've handled difficult conversations or situations with compassion and resilience.
✨Practice Communication Skills
Excellent communication is key in this role. Practice explaining complex processes in simple terms, as you might need to guide individuals through the complaints procedure or SAR requests. Role-playing with a friend can help you refine your approach.
✨Prepare for Tough Questions
Expect questions about how you'd handle irate or aggressive individuals over the phone. Think of specific strategies you would use to de-escalate situations and maintain professionalism, as this will highlight your problem-solving skills and ability to stay calm under pressure.