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Complaints Officer

4 months ago

West Yorkshire, United Kingdom Eden Brown Synergy Full time

**Complaints Officer**

I am working with a Public Sector Organisation based in Leeds who are looking for a Complaints Officer for 3 Months Initially.

The role is full time, to start ASAP and paying up to £28 Umbrella per hour. The role is in scope of IR35.***

**Job Purpose**

To work with the customer relations manager in ensuring that the department meets its statutory duties in respect of Complaints and Representations under the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009 and corporate duties under the Leeds City Council's compliments and complaints policy.

**Duties and Responsibilities**
- Appoint and support appropriate investigating officers and liaise with them, and with complainants, to bring about effective resolutions to complaints.
- Responsible for the effective day to day administration of the work of the complaints service including appointment scheduling, correspondence management, casework progress chasing, file management and archiving.
- Assist the customer relations manager/officer in maintaining a register of all complaints and compliments received by the directorate, through logging of information on the computerised information system.
- Provide a professional and sensitive telephone, written and face to face enquiry and complaint service.
- Prepare simple reports analysing complaints information as directed by the customer relations manager/officer.
- Participate in training and development activities as necessary to ensure up to date knowledge, skills and continuous professional development.

**Accountabilities**
- Knowledge of the objectives children's services and Leeds City Council
- Experience of children's social care and/or SEND
- Advanced communication/customer service skills
- Work in accordance with Data Protection Act 2018 and GDPR
- Interpret and communicate information accurately and concisely
- Deal with complex and sensitive complaints
- Work under own initiative and adapt to challenge
- Respond restoratively to irate/upset complainants.

Thank you

Priyanka Sharma (Eden Brown Synergy)

Eden Brown Synergy is an equal opportunities employer.