Compaints Officer - Social Care

Civic Recruitment Limited; Dudley; On-site; GBP 21,000 - 32,000; Full time

Job summary

Civic Recruitment Limited is recruiting a Complaints Officer for a Local Authority in Dudley to support the Children’s Social Care complaints process. The role focuses on managing Stage 1 and Stage 2 complaints, ensuring timely, precise responses, and leveraging insights to improve service quality.

The ideal candidate will have robust experience in complaints management within Children’s Services, working with frontline managers to enhance outcomes for children, young people, and families.

Qualifications

• Seasoned professional with experience in complaints within Children's Social Care.
• Ability to draft and quality-check formal complaint responses.
• Strong written and verbal communication skills within a local authority setting.

Responsibilities

• Manage Stage 1 and Stage 2 complaints in Children’s Services from start to finish.
• Track complaint timelines and address outstanding cases.
• Collaborate with frontline managers to draft and ensure quality responses.
• Address all complaint points with clarity and professionalism.
• Foster accessible, child-centered communication with families.
• Provide explanations, apologies, and remedies where appropriate.
• Facilitate progression of Stage 2 complaints and ensure timely progression.
• Maintain comprehensive complaint records and documentation.
• Identify patterns and learning opportunities for service improvement.
• Coach managers with templates and guidance to improve processes.

Skills

Complaints management

Child protection knowledge

Stakeholder engagement

Job description

Contract | Civic Recruitment Limited | United Kingdom

Posted On 13/11/2026

Job Information

Social / NGO / Health & Care

City Dudley

Province West Midlands

Postal Code DY1

Job Description

Complaints Officer – Social Care | 6-Month Contract

Client: Local Authority

Location: Dudley

Summary

We are seeking a seasoned Complaints Officer – Children's Social Care to join a Local Authority in Dudley for an initial 6-month contract. The role involves providing specialized support to the Children's Services team by managing Stage 1 and Stage 2 complaints effectively. You will be instrumental in ensuring that complaints are handled efficiently, responses are precise and timely, and insights from complaints are leveraged to enhance service quality. This position is ideal for someone with robust experience in complaints management within Children's Social Care, who can collaborate with frontline managers to enhance the experiences of children, young people, and families.

Key Responsibilities

• Manage and oversee the process of Stage 1 and Stage 2 complaints in Children's Services from start to finish.
  
• Track complaint timelines, address outstanding cases, and elevate potential delays.
  
• Collaborate with frontline managers to draft and ensure the quality of complaint responses.
  
• Address all complaint points with clarity, accuracy, and professionalism.
  
• Foster communication that is respectful, accessible, and focused on children and families.
  
• Provide necessary explanations, apologies, and remedies.
  
• Facilitate the progression and commissioning of Stage 2 complaints.
  
• Maintain comprehensive and accurate complaint records and documentation.
  
• Identify patterns, learning opportunities, and areas for service enhancement.
  
• Integrate complaint outcomes and insights into service improvement and management strategies.
  
• Coach and support frontline managers with templates, guidance, and feedback to refine complaints handling processes.
  
• Contribute to sustainable improvements in complaints management across Children’s Services.
  
• Proven experience in handling complaints within Children’s Social Care or a similar local authority environment.
  
• In-depth knowledge of Stage 1 and Stage 2 complaints procedures.
  
• Experience in drafting, reviewing, and ensuring the quality of formal complaint responses.
  
• Competence in managing multiple complaints and meeting competing deadlines.
  
• Exceptional written and verbal communication skills.
  
• Experience collaborating with frontline managers and senior stakeholders.
  
• Strong organizational skills and meticulous attention to detail.
  
• Ability to identify themes, analyze complaint trends, and recommend service improvements.
  
• A professional, empathetic, and child-centered approach.
  
• Job Title: Complaints Officer – Children’s Social Care
  
• Client: Local Authority
  
• Location: Dudley