Complaints Officer

1 month ago

Lewes, United Kingdom East Sussex County Council Full time

Job Introduction

Are you a cool-headed problem solver? Can you manage a busy case load with competing priorities? Are you passionate about getting the best outcome for your customer?

If you answered yes to the above then we would love to hear from you.

We are recruiting to the role of Complaints Officer in our Customer Relations Team within Children's Services. This important role enables us to deliver our statutory complaints function (as set out in the Children Act) and departmental complaints process to ensure complaints and feedback is properly recorded, investigated and responded to.

Day-to-day you will manage a personal case load of complaints, member and Ombudsman enquiries. For some you will work directly with service managers to negotiate the response wording, outcome and resolution. For other complaints you will ensure the service provides a response directly to the customer but that this is done in line with our policy and best practise standards. This will involve providing coaching and training to teams as required.

You will also be responsible for working across the department to oversee the drafting of formal responses to elected members, and the Local Government & Social Care Ombudsman which are then signed off by the Director.

A key part of this role is collecting, interpreting and sharing learning and best practise that arises from complaints. Consider this part of your role to be helping find that nugget of gold which may not always be easy to find. You will also be involved in regular reviews of the complaints policy to ensure that it reflects this learning. Whilst challenging, this is a rewarding role that will allow you to have a real impact on our service users' customer experience.

This role would suit an applicant who has previous complaints and or experience working for a public or regulated body, however this is not essential.

If you accept the challenge and meet the essential criteria, we look forward to hearing from you.

In return, there is a generous leave entitlement and a leave purchase scheme available to employees. We also have a great pension scheme. We offer a range of discounts and benefits including public transport discounts, access to discounts on food shopping, holidays and more, and the opportunity to undertake further training. More information can be found on our benefits page.

**Hours of work**: 27.75 hours per week

**Pattern of work**: The post-holder would be expected to work four days a week with Wednesdays off. You will be required to work in County Hall with some days working at home.

Fixed term for 12 months.

**Interviews**: Interviews will be held in person on Wednesday 19 April 2023 at County Hall, Lewes.

Additional Information

Your starting salary will be pro rata if the above position is part-time or term-time only.

Due to the restrictions we cannot guarantee that individuals that meet the requirements of the Points-based Immigration System will be issued with clearance to obtain work permits.

If you require any reasonable adjustments, due to disability, to enable you to participate fully in the process please contact the hiring manager on the contact details above.

Company Information

Package Description

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