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- Tasks: Manage complaints from start to finish, ensuring resolution and learning from feedback.
- Company: Join East Sussex County Council, dedicated to improving children's services and community welfare.
- Benefits: Enjoy diverse benefits, including potential visa sponsorship and flexible working options.
- Why this job: Make a real impact on customer experiences while developing your problem-solving skills in a supportive environment.
- Qualifications: Strong writing skills and experience in complaints handling or public service are essential.
- Other info: Interviews will be held in person; alternative dates may be arranged if needed.
The predicted salary is between 28800 - 43200 £ per year.
Are you a calm problem solver who can manage a busy case load with competing priorities and passionate about getting the best outcome for your customer?
If you answered yes to the above, then we would love to hear from you.
We are recruiting to the role of Complaints Officer in our Customer Relations Team within Children\’s Services. We manage complaints for Children’s Services and Adoption South East. This important role enables us to deliver our statutory and local complaints processes. We ensure complaints and feedback are properly recorded, investigated and responded to.
You will manage a complaint from start to finish. This involves reviewing relevant records and speaking to staff. Our focus is on resolution at any stage of the process. You will manage complaints which have been escalated. You will also be responsible for coordinating responses to elected members.
Our comprehensive complaints policies and procedures will help you to provide fair, transparent and helpful information to customers. Having writing skills is essential. An important part of the complaints processes is identifying learning from complaints when we have got something wrong. You will also look at what we can do to put things right.
This role would suit an applicant who has previous complaints and or experience working for a public or regulated body. We are looking for candidates who:
- Have writing skills
- Can communicate with the public and colleagues, including senior managers
- Can be sensitive and robust in their approach
- Have a creative approach to resolving complaints, working within our policies and processes
- Are committed to learning from complaints
This is a challenging and rewarding role that will allow you to have a real impact on our service users\’ customer experience. If you meet the essential criteria, we look forward to hearing from you.
To apply for this role please follow the ‘Apply Now’ button above. When completing your application be sure to address how you meet all the criteria in the person specification drawing on any relevant work/life experience, education or personal interests.
Interviews will be in person at County Hall in Lewes in the week of 5 May. If you are unavailable on these dates let us know and we may be able to schedule an alternative date to interview you.
We offer a diverse range of benefits to help and support you during your employment. More information can be found on our benefits page.
For an informal discussion about this opportunity contactPolly Walsh, Customer Relations Manager, at View email address on new.eastsussex.gov.ukto request a MS teams call or phone call.
- Job Description & Person Specification [docx]
Additional Information
Additional Information
Your starting salary will be pro rata if the above position is part-time or term-time only.
Data provided as part of a job application will be processed in line with the privacy notice for job applicants.
Work Permits
We may be able to obtain a Work Permit for this post but this is subject to meeting the requirements of the UK Border Agency’s Points-based Immigration System. Due to the restrictions we cannot guarantee that individuals that meet the requirements of the Points-based Immigration System will be issued with clearance to obtain work permits.
If you require sponsorship to work in the UK please let the hiring manager know this in your application so we can check eligibility for sponsorship for the role.
Reasonable adjustments
If you require any reasonable adjustments, due to disability, to enable you to participate fully in the process please contact the hiring manager on the contact details above.
Reasonable adjustments include things like an offline application form. If you would like to discuss your requirements further, please get in touch.
Equal Opportunities
East Sussex County Council is an equal opportunities employer. We welcome applications from all suitable candidates, regardless of race, gender, sexual orientation, disability or age. All applications are treated on merit.
Equal Opportunities
East Sussex County Council is an equal opportunities employer. We welcome applications from all suitable candidates, regardless of race, gender, sexual orientation, disability or age. All applications are treated on merit.
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Complaints Officer (Visa Sponsorship Available) employer: Techwaka
Contact Detail:
Techwaka Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Officer (Visa Sponsorship Available)
✨Tip Number 1
Familiarise yourself with the complaints process in children's services. Understanding the specific policies and procedures will not only help you during the interview but also demonstrate your commitment to the role.
✨Tip Number 2
Prepare examples of how you've successfully resolved complaints in the past. Highlighting your problem-solving skills and ability to manage competing priorities will show that you're a perfect fit for this role.
✨Tip Number 3
Research common challenges faced in children's services complaints. Being knowledgeable about these issues will allow you to discuss potential solutions and improvements during your interview.
✨Tip Number 4
Reach out to current or former employees in similar roles to gain insights into their experiences. This can provide you with valuable information that you can use to tailor your approach and questions during the interview.
We think you need these skills to ace Complaints Officer (Visa Sponsorship Available)
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and skills required for the Complaints Officer position. Make sure you can demonstrate how your experience aligns with these requirements.
Tailor Your Application: When writing your application, specifically address how you meet the criteria outlined in the person specification. Use examples from your work or life experience that showcase your writing skills, problem-solving abilities, and experience in handling complaints.
Highlight Relevant Experience: If you have previous experience working in a public or regulated body, be sure to highlight this in your application. Discuss any relevant roles where you managed complaints or customer relations, focusing on your approach to resolution and learning from feedback.
Proofread Your Application: Before submitting your application, take the time to proofread it for spelling and grammatical errors. A well-written application reflects your attention to detail and strong writing skills, which are essential for this role.
How to prepare for a job interview at Techwaka
✨Showcase Your Problem-Solving Skills
As a Complaints Officer, your ability to resolve issues is crucial. Prepare examples of past experiences where you successfully managed complaints or difficult situations, highlighting your calm and creative approach.
✨Demonstrate Strong Writing Skills
Since writing skills are essential for this role, be ready to discuss your experience in drafting clear and concise communications. You might even want to bring samples of your written work to showcase your abilities.
✨Understand the Importance of Learning from Complaints
Be prepared to discuss how you can identify learning opportunities from complaints. Show that you understand the value of feedback and how it can improve services, which aligns with the role's focus on resolution.
✨Familiarise Yourself with Relevant Policies
Before the interview, take some time to review the complaints policies and procedures relevant to the role. This will not only help you answer questions more effectively but also demonstrate your commitment to following established processes.
