COMPLIMENTS, COMPLAINTS & INFORMATION COORDINATOR - FIXED TERM

Hull City Council; Kingston upon Hull; On-site; GBP 25,000 - 35,000; Full time

Job summary

Hull City Council seeks a Compliments, Complaints and Information Officer for a 6-month fixed term role, focusing on overseeing and quality assuring complaints within children's services. The ideal candidate will have relevant experience and possess strong communication and problem-solving skills to enhance service delivery and improve outcomes for children and families.

Benefits

Comprehensive induction programme

Dedicated one to one supervision

Qualifications

• Experience in children's social care or children's learning and skills services.
• Ability to work within deadlines and use initiative.
• Excellent verbal and written communication skills.

Responsibilities

• Coordinate and oversee complaints from children and families.
• Support service managers in resolving complaints efficiently.
• Analyze patterns and themes across the service.

Skills

Organizational skills

Communication skills

Problem solving

Negotiation skills

Job description

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COMPLIMENTS, COMPLAINTS & INFORMATION COORDINATOR - FIXED TERM, Hull

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Client:

Hull City Council

Location:

Hull, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

8d3f8807856d

Job Views:

5

Posted:

29.06.2025

Expiry Date:

13.08.2025

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Job Description:

This is a Fixed Term post for 6 months to provide additional capacity to the service.

Hull City Council’s Children, Young People and Families Service is looking to recruit a Compliments, Complaints and Information Officer to assist with our continuous improvement journey.

This is an interesting and important role for a suitably experienced person who is either currently or has worked in the field of children's social care services and children's learning and skills services, which involves co-ordinating, overseeing and quality assuring all aspects of complaints made by children and young people, their families and carers.

The Children Act complaints procedure has three stages, stage 1 is early resolution, stage 2 a formal investigation and stage 3 is an independent complaint panel review.

The role covers all stages of the Local Authority’s process and also involves consultation, enquiries and investigations by the Local Government and Social Care Ombudsman. Complaints in relation to children’s services across the partnership which are responded to via the council’s corporate complaints procedure are also managed within this role.

The role involves direct contact with families and children to glean the details of the complaints and to support operational service managers in responding to and resolving complaints swiftly and efficiently with a listening and learning culture central to this role as complaints help shape our services.

The role also provides analysis of patterns and themes across the service for managers

You will be part of a dedicated team able to work within deadlines with robust organisational skills, excellent communication skills both verbal and in written format and have a keen eye on quality assurance of complaint responses with a clear ambition for improving services for children, young people and families.

We are looking for a motivated and enthusiastic person who has the ability to work as part of a team and is also able to use their own initiative.

Good interpersonal skills are crucial as is problem solving, conciliation and negotiation skills.

We will provide you with a comprehensive induction programme and dedicated one to one supervision.

For an informal discussion about the post please contact Debbie Witty, Integrated Complaints Manager on 01482 616 049 or via e-mail on [emailprotected]

Please ensure that your application demonstrates how you meet the essential criteria against the person specification as listed in the job description.