Complaints and Mediation Officer

Nottingham City Council; United States; Híbrido; USD 43.000 - 56.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

26 days annual leave

Generous pension scheme

Smart Working

Employee Assistance Programme

Discounted memberships

Descripción de la vacante

Nottingham City Council is seeking a role focused on statutory social care complaints, delivering investigations and evidence-based reporting across Adult Social Care and Children’s Services.

You will facilitate mediation, complaint meetings and work with customers, employees, independent investigators and external partners to achieve fair outcomes and drive service improvement. Hybrid working is available depending on the role.

Formación

• Good understanding of social care services, statutory requirements, and complaints processes.
• Experience completing complex investigations to tight timescales and quality standards.
• Experience in a large, customer-facing organisation delivering services.
• Strong communication, negotiation and influencing skills.
• Excellent organisational skills and ability to manage competing priorities.

Responsabilidades

• Assess and investigate complex complaints across Adult Social Care and Children’s Services.
• Prepare evidence-based reports and facilitate mediation and complaint meetings.
• Work with customers, employees, independent investigators and external stakeholders to achieve fair outcomes.
• Support service improvement initiatives through findings and recommendations.

Conocimientos

Social care knowledge

Investigations experience

Stakeholder engagement

Communication skills

Organisational skills

Descripción del empleo

This is an opportunity to play an important role in delivering statutory social care complaints arrangements across Adult Social Care and Children’s Services. You will assess and investigate complex complaints, prepare evidence‑based reports, facilitate mediation and complaint meetings, and work with customers, employees, independent investigators and external stakeholders to achieve fair outcomes and support service improvement.

At Nottingham City Council we believe that work is what you do, not where you do it. We offer different working arrangements, depending on the role, including hybrid working. Further information on Worker Types and what these mean in terms of how and where you work can be found on the for applicants page.

Working for Nottingham City Council has great benefits. As well as competitive pay, great leave entitlement and access to a generous pension scheme, we strive to create an innovative, inclusive and progressive work culture where everyone is supported to do and be their very best. In return, we are looking for people like you – people who are innovative, driven and committed to serving and improving Nottingham. So, if you are passionate about making a difference to the lives of those who live and work in our city, we want to hear from you.

The ideal candidate will have:

• A good understanding of social care services, statutory requirements, and social care complaints processes.
• Experience of completing complex investigations to demanding timescales and quality standards.
• Experience in a large, customer‑facing organisation delivering a range of services.
• Strong communication, negotiation and influencing skills.
• Excellent organisational skills and the ability to manage competing priorities, interruptions and multiple deadlines.

You can read more about the different benefits offered to colleagues working for Nottingham City Council.

Thank you for your interest in working for Nottingham City Council. As one of the largest employers in Nottingham, we offer a wide range of roles across a range of services. In return for your skill, drive and commitment to serving the people of Nottingham, we can help you to develop an exciting and rewarding career, with access to the following benefits.

In addition to working within a great team and a competitive salary you will have access to:

• 26 days annual leave (rising to 33 days after 5 years' service) + bank holidays with the ability to buy additional leave annually
• Access to a generous, defined benefit pension scheme offering 17.9%
• Smart Working – to support your work life balance
• Health and wellbeing benefits including access to our Employee Assistance Programme
• Discounted membership at selected local sports and fitness centres, cinema, shopping and much more!

Nottingham City Council is committed to recruiting a talented workforce that reflects the communities we serve. We are a fair, inclusive and Disability Confident Employer, welcoming applications from people of all backgrounds, identities and abilities. We recruit for diversity and value difference. If you are a disabled candidate and wish to be considered under our Guaranteed Interview Scheme, please indicate this within your application. We are committed to making reasonable adjustments throughout the recruitment process and employment journey. We are proud signatories of the Armed Forces Covenant and welcome applications from serving personnel, veterans, reservists and military families. We particularly want to hear from you if you are from Minority Ethnic communities, identify within the LGBTQ+ community, or are disabled. These groups are currently underrepresented in our workforce, and we are committed to better reflecting the communities we serve. We are supportive of flexible working arrangements wherever possible and encourage candidates to discuss this with us during the recruitment process.