Complaints Officer

Connect2Halton; Runcorn; On-site; GBP 25,000 - 32,000; Part time

Job summary

A children's services agency in Runcorn is looking for a dedicated Children's Social Care Complaints Officer. In this temporary role, you will manage complaints, ensuring timely responses and high-quality communication with families and professionals. The ideal candidate has experience in children's social care, excellent attention to detail, and the ability to handle sensitive situations. This role demands 20 - 25 hours a week and offers the opportunity to contribute to service improvements.

Qualifications

• Experience in children's social care, customer relations, or complaints handling.
• Ability to manage sensitive or challenging situations effectively.
• Strong attention to detail and prioritization skills.

Responsibilities

• Manage live complaints within the CSC system and ensure timely responses.
• Liaise with social workers and service leads to gather information.
• Prepare written responses and maintain accurate records.

Skills

Experience in Children's Social Care

Strong communication skills

Attention to detail

Ability to manage sensitive situations

Job description

We are currently seeking a dedicated Children's Social Care Complaints Officer to join our team and support the effective management of feedback and complaints within Children's Services. This is a vital role ensuring that concerns raised by children, families, and professionals are handled with empathy, accuracy, and professionalism.

This is a 20 - 25 hours per week temporary post.

Key Responsibilities

• Manage live complaints within the CSC system, ensuring timely responses and appropriate follow-up actions.
• Deal with live complaints in the system that need responses/action/follow up.
• Liaise with social workers, team managers, and service leads to gather information and support complaint investigations.
• Ensure all cases are logged, tracked, and progressed in line with statutory timescales and internal policies.
• Prepare written responses, summaries, and updates to ensure complainants are kept fully informed.
• Identify themes or issues arising from complaints to support service learning and improvement.
• Maintain accurate records and uphold confidentiality and safeguarding requirements at all times.

About You

• Experience working within Children's Social Care, customer relations, complaints handling, or a similar environment.
• Strong communication skills with the ability to manage sensitive or challenging situations professionally.
• Excellent attention to detail and the ability to prioritise a busy caseload.
• Confident working with multiple systems and producing high-quality written responses.

Connect2Halton is a trading style of Halton & Kent Commercial Services LLP - A joint venture between Halton Borough Council & Commercial Services Kent Ltd. Connect2Halton is an equal opportunities Employment Agency & Business. It positively encourages applications from all suitably qualified and eligible candidates.