Complaints & Resolution Lead - Children's Services

Connect2Dudley; Dudley; Hybrid; GBP 27,000 - 36,000; Part time

Job summary

Connect2Dudley is recruiting a Complaints Officer to support Dudley Council Children's Services on a 6-month hybrid arrangement in Dudley. You will coordinate Stage 1 and Stage 2 complaints and draft timely, clear responses to complex cases.

You will monitor due dates, aged cases, and escalation points, working with frontline managers to ensure explanations are accurate, respectful, and family-focused. The role aims to maintain service quality during period of improvement.

Responsibilities

• Coordinate and oversee Stage 1 and Stage 2 Children's Services complaints from allocation through to closure.
• Maintain clear oversight of due dates, aged cases and barriers to completion, with timely escalation where responses are at risk of delay.
• Work directly with frontline managers to structure, draft and quality-assure responses so that each complaint point is addressed clearly, accurately and proportionately.
• Promote respectful, accessible and child/family-focused communication, including clear explanations, apologies and remedies where appropriate.
• Support appropriate progression and commissioning arrangements for Stage 2 complaints, ensuring records and evidence are complete.
• Identify recurring themes, learning and practice issues and feed these into service improvement and management oversight.
• Build complaints capability in frontline management through coaching, templates, feedback and practical guidance, leaving sustainable improvements after the interim period.

Job description

Connect2Dudley is recruiting a Complaints Officer to support Dudley Council Children's Services on a 6-month hybrid arrangement in Dudley. You will coordinate Stage 1 and Stage 2 complaints and draft timely, clear responses to complex cases.

You will monitor due dates, aged cases, and escalation points, working with frontline managers to ensure explanations are accurate, respectful, and family-focused. The role aims to maintain service quality during period of improvement.