Senior Children's Social Care Complaints Lead

Civic Recruitment Limited; Dudley; On-site; GBP 21,000 - 32,000; Full time

Job summary

Civic Recruitment Limited is recruiting a Complaints Officer for a Local Authority in Dudley to support the Children’s Social Care complaints process. The role focuses on managing Stage 1 and Stage 2 complaints, ensuring timely, precise responses, and leveraging insights to improve service quality.

The ideal candidate will have robust experience in complaints management within Children’s Services, working with frontline managers to enhance outcomes for children, young people, and families.

Qualifications

• Seasoned professional with experience in complaints within Children's Social Care.
• Ability to draft and quality-check formal complaint responses.
• Strong written and verbal communication skills within a local authority setting.

Responsibilities

• Manage Stage 1 and Stage 2 complaints in Children’s Services from start to finish.
• Track complaint timelines and address outstanding cases.
• Collaborate with frontline managers to draft and ensure quality responses.
• Address all complaint points with clarity and professionalism.
• Foster accessible, child-centered communication with families.
• Provide explanations, apologies, and remedies where appropriate.
• Facilitate progression of Stage 2 complaints and ensure timely progression.
• Maintain comprehensive complaint records and documentation.
• Identify patterns and learning opportunities for service improvement.
• Coach managers with templates and guidance to improve processes.

Skills

Complaints management

Child protection knowledge

Stakeholder engagement

Job description

Civic Recruitment Limited is recruiting a Complaints Officer for a Local Authority in Dudley to support the Children’s Social Care complaints process. The role focuses on managing Stage 1 and Stage 2 complaints, ensuring timely, precise responses, and leveraging insights to improve service quality.

The ideal candidate will have robust experience in complaints management within Children’s Services, working with frontline managers to enhance outcomes for children, young people, and families.