Senior Complaints Officer (INTERNAL)

East Sussex County Council; Lewes; Hybrid; GBP 42,000 - 56,000; Full time

Job summary

East Sussex County Council’s Customer Relations Team seeks a Senior Complaints Officer to lead on complex complaints, support the Customer Relations Manager, and act as a subject matter expert on Children’s Services complaints.

Based at County Hall, Lewes, the role offers hybrid working and a chance to influence practice, deliver service improvements, and provide guidance to managers and frontline staff.

Qualifications

• Subject matter expert on complaints policies, procedures and law.
• Able to analyse complex information and data.
• Coaching or leadership experience to develop others.
• Experience delivering high-quality customer-focused complaints handling.
• Clear written and verbal communication with diverse audiences.

Responsibilities

• Lead on complex complaints and support managers.
• Advise staff on complaints handling and policy.
• Analyse trends and learning to inform improvements.
• Help drive continuous service improvement in Children’s Services.

Skills

Complaints handling

Data analysis

Leadership

Communication

Social care knowledge

Job description

Do you have the expertise to resolve complex complaints, influence service improvement and make a positive difference for children, young people and families? Then join our Customer Relations Team and use your complaints, leadership and communication skills to help deliver high-quality, customer-focused services across Children’s Services and Adoption South East.

As a Senior Complaints Officer, you will support the Customer Relations Manager to lead on complex complaints, support colleagues to deliver excellent customer service, and act as a subject matter expert on Children's Services complaints procedures. Alongside managing a varied caseload, you will provide advice to managers and staff, analyse trends and learning, contribute to policy development, and help drive continuous service improvement. This is an excellent opportunity to use your expertise to influence practice and improve outcomes for children and families. The team is based in County Hall, Lewes, working in the office some days and at home on others.

This is a secondment opportunity which is only available to existing ESCC employees. Please review the Secondment Policy (Secondments and Acting Up arrangements | ESCC Intranet) for more information.

We are looking for candidates who:

• Is a subject matter expert on complaints policies, procedures and law.
• Can analyse complex information and data and present findings clearly while maintaining confidentiality and compliance with data protection requirements.
• Have coaching, mentoring or leadership experience and can support colleagues to develop and maintain high standards of complaint handling.
• Have significant experience delivering high-quality customer-focused complaints handling services.
• Can communicate clearly and effectively with a wide range of audiences, both verbally and in writing.
• Have experience working within social care, education, health or a similar regulated environment.

Key selection criteria:

1. Experience of delivering high-quality customer-oriented services and/or complaints work.
2. Ability to communicate effectively with a range of people and adapt communication to suit different audiences.
3. Ability to plan and organise a varied workload, manage competing priorities and meet deadlines.
4. Ability to analyse, interpret and clearly present complex information and data.
5. Knowledge and understanding of complaints procedures and customer service principles.
6. Experience of working within a social care, health, education or similar regulated setting.
7. Experience of coaching, mentoring or supporting colleagues to achieve high standards.

We warmly welcome applications from all sections of the community. We particularly encourage those from groups that are underrepresented in our current workforce:

• People under 30 years of age
• People from Black and ethnic minority backgrounds,
• people who are disabled
• people who identify as LGBTQ+
• Men

We are working towards recruiting a workforce that reflects our community, because we recognise the value of diverse perspective and experiences.

If you have any questions about the building accessibility for the building this role is based in, please contact the hiring manager, Polly Walsh at [e-mail]

Interviews will take place in the week of 5 October via Microsoft Teams unless you request an in-person interview. If you are unavailable on these dates let us know and we may be able to schedule an alternative date to interview you.

Candidates who meet certain criteria are given priority when we shortlist. See our priority status page for details.

This opportunity offers:

• Opportunity to make a real difference to children, young people and families.
• A varied and influential role with responsibility for complex and statutory complaints.
• Opportunity to lead service improvements through complaint learning and insight.
• Supportive team environment with opportunities to coach and develop others.
• Exposure to senior leaders, external partners and strategic improvement work.
• Flexible and hybrid working arrangements where service needs allow.

We offer a diverse range of benefits to help and support you during your employment. More information can be found on our benefits page.