At a Glance
- Tasks: Lead the handling of adult social work complaints and enquiries in Edinburgh.
- Company: Join a diverse team at Edinburgh Health and Social Care Partnership.
- Benefits: Competitive salary, flexible working, and commitment to inclusivity.
- Other info: We value respect, integrity, and flexibility in our workplace culture.
- Why this job: Make a real difference in people's lives while developing your career.
- Qualifications: Experience in customer service and complaint management is essential.
The predicted salary is between 47639 - 56392 £ per year.
To provide professional and management support and be accountable for handling all adult social work complaints and enquiries received by the Advice and Complaints Service across Edinburgh Health and Social Care Partnership (EHSCP). Ensure that the service meets the required standards to ensure all complaints are investigated appropriately, acknowledged and responded to within the statutory timescales.
First point of contact for all adult social work complaints, ensuring complaints are triaged and directed to the correct service area, and investigated and responded to within timescales. Work closely with colleagues across social work services in EHSCP and across the CEC to support the complaint function.
Must have experience working in a customer facing position, preferably within a health and social care environment and experienced in complaint management. We are committed to a diverse and inclusive workforce where everyone feels valued and able to be their best. We particularly encourage applications from women for senior roles, as well as people from minority ethnic backgrounds, people with disabilities or neurodivergent people, care experienced people, carers and LGBT+ people across all levels of the organisation, all of whom are currently underrepresented. All applicants will be considered fairly based on skills and experience. Disabled and care-experienced applicants who meet the minimum job criteria will be guaranteed an interview.
As part of our goal to improve organisational culture and create a great place to work together for the people of Edinburgh, we want to make sure we're recruiting the best people. We’re interested not only in your skills and experience but also in your approach to work. Therefore, part of our interview process will be an assessment of how you would bring Our Behaviours of Respect, Integrity and Flexibility into your ways of working.
Our salary range typically reflects the initial starting salary and annually increases until it reaches the top of the range. Happy to talk flexible working.
Advice and Complaint Lead - Waverley Court employer: The City of Edinburgh Council
As an employer, the City of Edinburgh Council offers a supportive and inclusive work environment where diversity is celebrated, and every employee is valued. With a strong commitment to professional development, employees in the Advice and Complaint Lead role can expect opportunities for growth while contributing to meaningful work that directly impacts the community. Located in the heart of Edinburgh, the council promotes a culture of respect, integrity, and flexibility, ensuring that staff can thrive both personally and professionally.
Contact Details:
The City of Edinburgh Council Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Advice and Complaint Lead - Waverley Court
✨Tip Number 1
Network like a pro! Reach out to people in the health and social care sector, especially those who work in complaint management. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for your interview by practising common questions related to complaint handling and customer service. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your experience effectively.
✨Tip Number 3
Showcase your understanding of the values that matter to the organisation, like respect and integrity. During interviews, share examples of how you've embodied these behaviours in your previous roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our mission.
We think you need these skills to ace Advice and Complaint Lead - Waverley Court
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your experience aligns with the role of Advice and Complaint Lead. Use keywords from the job description to show that you understand what we're looking for.
Showcase Relevant Experience:Don’t just list your previous jobs; explain how your past roles, especially in customer-facing positions, have prepared you for handling complaints in a health and social care environment. We want to see your skills in action!
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your qualifications at a glance.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way to ensure we receive all your details correctly and gives you a chance to explore more about us and our values!
How to prepare for a job interview at The City of Edinburgh Council
✨Know Your Stuff
Make sure you understand the role of an Advice and Complaint Lead. Familiarise yourself with the Edinburgh Health and Social Care Partnership's processes, especially around complaint management. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Experience
Prepare specific examples from your past roles where you've successfully handled complaints or worked in a customer-facing position. Highlight how you triaged issues and collaborated with colleagues to resolve them. This will demonstrate your relevant experience and problem-solving skills.
✨Emphasise Our Behaviours
During the interview, make sure to weave in how you embody the behaviours of Respect, Integrity, and Flexibility. Think of scenarios where you've demonstrated these traits in your work, as this aligns with what the organisation values in its employees.
✨Ask Thoughtful Questions
Prepare some insightful questions about the team dynamics, the challenges faced in the role, or how success is measured. This shows that you're not just interested in the job but also in how you can contribute to the team's success and the overall mission of the organisation.
