Complaints and Mediation Officer

Golearnleicestershire; East Midlands; Hybrid; GBP 38,000 - 40,000; Full time

Job summary

Nottingham City Council is seeking a dedicated professional to deliver statutory social care complaints across Adult Social Care and Children's Services. You will assess and investigate complex cases, prepare evidence-based reports, and facilitate mediation and meetings with customers, employees, and external investigators to achieve fair outcomes.

The role requires good knowledge of social care, strong communication and organisational skills, and the ability to work in a hybrid environment.

Qualifications

• Good understanding of social care services and statutory requirements.
• Experience completing complex investigations to demanding timescales and quality standards.
• Experience in a large, customer-facing organisation delivering a range of services.
• Strong communication, negotiation and influencing skills.
• Excellent organisational skills and the ability to manage competing priorities, interruptions and multiple deadlines.

Responsibilities

• Deliver statutory social care complaints across Adult Social Care and Children’s Services.
• Assess and investigate complex complaints and prepare evidence-based reports.
• Facilitate mediation and complaint meetings with customers, employees, independent investigators and external stakeholders.
• Support service improvement through findings and recommendations.

Skills

Social care knowledge

Complex investigations

Customer-facing experience

Communication skills

Organisational skills

Job description

Contract Type: Fixed Term for 6 months

Working Hours: 37 hours per week x 1 post available

Worker Type: Hybrid Worker

Salary: Starting Salary is £37,563 (Level one) rising to £40,444 (Level four) per annum (pro rata for part-time)

Location:Loxley House, Station Street, Nottingham, NG2 3NG

We’ve got an exciting opportunity available for talented individuals to join our workforce - perhaps this is the opportunity you’ve been looking for? Read on to find out more…

Working for Nottingham City Council has great benefits. As well as competitive pay, great leave entitlement and access to a generous pension scheme, we strive to create an innovative, inclusive and progressive work culture where everyone is supported to do and be their very best.

In return, we are looking for people like you - people who are innovative, driven and committed to serving and improving Nottingham. So, if you are passionate about making a difference to the lives of those who live and work in our city, we want to hear from you.

You can read more about the different benefits offered to colleagues working for Nottingham City Council here.

About the Role

This is an opportunity to play an important role in delivering statutory social care complaints arrangements across Adult Social Care and Children’s Services. You will assess and investigate complex complaints, prepare evidence-based reports, facilitate mediation and complaint meetings, and work with customers, employees, independent investigators and external stakeholders to achieve fair outcomes and support service improvement.

About You

The ideal candidate will have:

• A good understanding of social care services, statutory requirements, and social care complaints processes.
• Experience of completing complex investigations to demanding timescales and quality standards.[Include essential experience]
• Experience in a large, customer-facing organisation delivering a range of services.
• Strong communication, negotiation and influencing skills.
• Excellent organisational skills and the ability to manage competing priorities, interruptions and multiple deadlines.

You can find the job description for this post here.

At Nottingham City Council we believe that work is what you do, not where you do it. We offer different working arrangements, depending on the role, including hybrid working. Further information on Worker Types and what these mean in terms of how and where you work can be found on the additional information for applicants page.

For informal enquiriesplease contact Paul Spencer, Head of Customer Service, by email at [e-mail]

Closing Date: 15th November 2026

If you have any technical issues when completing your application, please contact our Employee Service Centre: https://emss.org.uk/support

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