Complaints Officer

POWYS COUNTY COUNCIL; Wales; On-site; GBP 44,000 - 47,000; Full time

Job summary

A local authority in the UK is seeking a Complaints Officer to manage statutory complaints and improve service performance. The ideal candidate will have significant experience in social services and formal complaint management. Responsibilities include handling complaints, producing reports, and ensuring procedure compliance. This full-time role offers a salary range of £44,075 to £46,142 per annum.

Qualifications

• 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.

Responsibilities

• Handle all aspects of complaint management within statutory time frames.
• Promote accessibility and awareness of the complaints procedure.
• Ensure effective systems for recording and reporting complaints.

Skills

Experience with social services

Dealing with formal complaints

Methodical approach

Knowledge of current issues in social services

Understanding of legislative context

Job description

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.

What you will do

• 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 legislative, political and social context in which local authorities operate

What you will do (continued)

• handling all aspects of complaint management, adhering to statutory time frames
• promote accessibility and awareness of the complaints procedure
• ensuring 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

Additional information

• If you have any questions about the role, please contact: Steve Holcroft
• This position has a requirement for an Enhanced DBS Check

Job details: Job title Complaints Officer • Job reference HAS0056A • Date posted 16/09/2025 • Application closing date 30/09/2025 • Location Llandrindod Wells • Salary Grade 12 Point 33 to Point 35 £44,075 to £46,142 per annum • £22.84 to £23.91 per hour • Package 37 hours • Contractual hours 37 • Basis Full time • Job category/type Children's Services