Complaints and Feedback Manager - Children and Families Service

LONDON BOROUGH OF HACKNEY; London; On-site; GBP 40,000 - 55,000; Full time

Job summary

A local government authority in London is seeking a dynamic individual to lead the Complaints and Feedback Hub. This role involves ensuring prompt and professional responses to complaints within the children's services framework, with a strong focus on anti-racist practices and continuous improvement. Candidates should possess relevant qualifications and extensive experience in complaints processes and children's services legislation.

Qualifications

• Degree or relevant professional qualification, or equivalent recent experience.
• Understanding of legislation, regulations, and Government guidance relating to children's services.
• Experience with complaints procedures and effective response processes.

Responsibilities

• Lead and develop the Complaints and Feedback Hub.
• Ensure compliance with legislative requirements in responses to complaints.
• Monitor feedback programme for continuous service improvement.

Skills

Experience with complaints processes

Knowledge of children's social care legislation

Understanding of anti-racist practices

Education

Degree or relevant professional qualification

Job description

Overview

12 Month Fixed-Term Contract / Secondment Opportunity.

As part of our commitment to continually improving the service we provide to children and families in Hackney we are looking for an enthusiastic and dynamic individual, with experience of complaints processes to lead, manage and develop the Complaints and Feedback Hub within the Hackney Children and Families, Quality Assurance and Improvement Team.

This role takes the lead in ensuring all complaints about Hackney’s Children and Families Service including complaints that qualify for consideration under the Children Act complaints procedure, the corporate complaints procedure, and Local Government and Social Care Ombudsman enquiries are responded to speedily, professionally and in line with legislative requirements. The service is also taking a proactive role in responding to complaints or feedback relating to racism as we strive to promote anti-racist practice. The successful candidate will also take lead responsibility for implementation, monitoring and review of Hackney Children and Families feedback programme, to develop our understanding of the effectiveness of our work with children and families and to support continuous service improvement.

Complaints and feedback are key elements of the Children and Families Service quality assurance framework and therefore this position is closely aligned with the Quality Assurance Hub to ensure that learning from complaints and feedback is triangulated to ensure an overall picture of the quality of services to our children and families.

Responsibilities

• Lead, manage and develop the Complaints and Feedback Hub within the Hackney Children and Families, Quality Assurance and Improvement Team.
• Ensure all complaints about Hackney’s Children and Families Service, including Children Act complaints, corporate complaints, and Local Government and Social Care Ombudsman inquiries, are responded to speedily, professionally and in line with legislative requirements.
• Take a proactive role in responding to complaints or feedback relating to racism to promote anti-racist practice.
• Lead implementation, monitoring and review of Hackney Children and Families feedback programme to support continuous service improvement.
• Align complaints and feedback learning with the Quality Assurance Hub to triangulate an overall picture of service quality.

Qualifications

• Degree or relevant professional qualification, or equivalent recent and relevant experience
• Detailed understanding and experience of the framework within which the Children and Families Service operates, including legislation, regulations, Government guidance, inspection frameworks and requirements of professional bodies
• Well developed understanding of the complaints procedure for children’s social care and effective processes for responding to complaints
• Knowledge and understanding of the political framework of local government and the key elements relating to children’s services
• Knowledge and awareness of the impact of systemic and everyday racism and oppression upon the lives of children and families, and ability to provide leadership to take forward proactive anti-racist and anti-oppressive practice

Other requirements

An Enhanced DBS check is required for this role.

Application process

As a Council, our most outstanding asset is our staff, who are highly dedicated to serving our residents and committed to our goals as an organisation. If you want to work in a place where you can represent our values so we achieve the best for our residents, please click on the apply button below.

We operate a fair and open anonymous selection process. Therefore, we do not accept supporting statements or CVs.

To proceed with your application, you will need to create an account and submit your application.

As part of the application process, you will need to complete a number of competency based questions. These questions allow you to demonstrate your suitability for the role and provide examples of your skills, knowledge and experience outlined in the job description.

We understand the benefits of using AI in the workplace. However, if you are thinking of using this tool to submit your application, we ask you to think about what value it will add. AI tools tend to lack the personal touch and authenticity we value in candidates. We encourage you to showcase your unique knowledge and skills using your own voice.

Closing date for applications: 28 September 2025 (22:59).

Interview date: W/c 06 October 2025.

We are also working towards our vision, which is to be a place for everyone; where residents and staff can be proud; a place that celebrates diversity and where everyone can feel valued, included and involved. In order to achieve this, we look for people who are: Proud; Ambitious; Pioneering; Open; Proactive; Inclusive.

Hackney Council works to eradicate discrimination on the basis of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. We also recognise that people can be disadvantaged by their social and economic circumstances, so we will also work to eliminate discrimination and disadvantage caused by social class. We also welcome those interested in flexible working. We particularly welcome applications from disabled people, as this group is currently under represented in our workforce.

The Council has a dedicated employment support service (Hackney Works), which offers Hackney residents guidance in relation to applying for jobs. If you are thinking about applying for a job, please contact the Hackney Works team to find out what support is available: [e-mail]