Complaints & SARs Coordinator (Hybrid)

Positive Employment; Newbury; Hybrid; GBP 41,000 - 55,000; Full time

Benefits offered by this job

Hybrid work

Job summary

Positive Employment is recruiting for a Complaints Officer for a local government organisation based in Newbury, West Berkshire. The role sits within the Children and Education services and is a contract position.

The post holder will be the first point of contact for complaints and SARs, ensuring timely handling, maintaining records and guiding customers through the process. Hybrid arrangement available; 3-month initial contract with possible extension.

Qualifications

• A-Level standard of education plus 5 GCSEs including Maths and English (degree desirable).
• Experience in monitoring contracts and/or quality assurance.
• Experience managing relationships with suppliers and customers.
• Understanding of complaints processes within Children and Education and related guidance.
• Knowledge of social care or SEND sectors.
• Basic knowledge of the organisation's constitution and behaviour framework.
• Experience in education or social care with safeguarding knowledge desirable.
• Enhanced DBS check is required.

Responsibilities

• Keep accurate, up-to-date records of all complaints and SARs.
• Start the SAR process by requesting ID and necessary information.
• Acknowledge complaints, outline routes and timescales.
• Keep customers informed of progress of requests or complaints.
• Direct complaints to the right teams and arrange meetings for complex cases.
• Provide templates to managers for consistent contact.
• Coordinate supplier setup and purchase orders; ensure invoices are paid.
• Support training on best practice for handling complaints.
• Provide information to LGSCO for investigations.
• Complete all work within statutory timescales.

Skills

Complaint handling

Record keeping

Stakeholder management

Customer service

Supplier management

Education

A-Level and GCSEs including Maths & English

Enhanced DBS check

Job description

Positive Employment is recruiting for a Complaints Officer for a local government organisation based in Newbury, West Berkshire. The role sits within the Children and Education services and is a contract position.

The post holder will be the first point of contact for complaints and SARs, ensuring timely handling, maintaining records and guiding customers through the process. Hybrid arrangement available; 3-month initial contract with possible extension.