Complaints Officer

Powys County Council; Llandrindod Wells; On-site; GBP 60,000 - 80,000; Full time

Job summary

A local government authority in Wales is seeking a Social Services Complaints Officer to manage complaints and ensure adherence to statutory requirements. The ideal candidate will have significant experience in social services and a methodical approach towards complaint management. Responsibilities include coordinating investigations and producing annual reports. An Enhanced DBS Check is required for this position.

Qualifications

• Significant experience of working with social services or in a social work setting.
• Experience of dealing with formal complaints.
• Good knowledge of current issues/trends in social services.

Responsibilities

• Handling all aspects of complaint management, adhering to statutory time frames.
• Promote accessibility and awareness of the complaints procedure.
• Ensure effective systems are in place for the recording and reporting of complaints.

Skills

Complaint management

Knowledge of social services

Methodical approach

Ability to prioritize tasks

Understanding of legislative context

Job description

Overview

About the role: The Social Services Complaints Officer is responsible for statutory requirements for managing and reporting on complaints, representations, compliments and comments and to facilitate learning and feedback into operational services and performance management systems.

Responsibilities

• handling all aspects of complaint management, adhering to statutory time frames
• promote accessibility and awareness of the complaints procedure
• ensure effective systems are in place for the recording, monitoring and reporting of complaints, representations, compliments and comments
• effectively co-ordinate the investigation of complaints
• drafting complaint responses
• produce an annual report

Qualifications / Experience

• significant experience of working with social services or in a social work setting
• experience of dealing with formal complaints
• methodical approach and ability to prioritise tasks
• good knowledge of current issues/trends in social services
• good knowledge and understanding of the legislative, political and social context in which local authorities operate

Other requirements

This position has a requirement for an Enhanced DBS Check