Senior Complaints and Feedback Officer

2 weeks ago

South Shields, United Kingdom Seven Resourcing Full time

Seven Resourcing are looking for a temporary Senior Complaints and Feedback Officer to work with the Social Care Team in South Shields. This position is initially for a period of 3 months and is paying £22.55 PAYE or £27.28 umbrella per hour. The working hours are Monday - Friday from 9am - 5pm.

**The role**:
To ensure that an effective procedure for representations/complaints is available to service users and/or their representatives. To act as the Designated Complaints Manager and ensure that the Local Authority meets its statutory duties and responsibilities required by the NHS and Community Care Act 1990 and Children’s act 1989 in respect of complaints and representations under the Social Services and National Health Service Complaints (England) Regulations, 2009 and the Children Act 1989 Representations Procedure (England) Regulations 2006.

**Key Responsibilities**:

- To manage statutory complaints services for Children’s and Adults’ social care services so as to meet obligations arising from the Children Act 1989, the NHS and Community Care Act 1990 and meet legal requirements under the Local Authority Social Services and National Health Service Complaints (England) Regulations, 2009.
- To manage a high-quality feedback service, which enhances outcomes for users of Children’s and Adults’ social care services, informs service improvement and supports quality assurance.
- To manage the workload of the service and ensure that appropriate systems are in place so that all complaints are processed and resolved in a timely, fair and transparent manner, working independently but supportively of the professionals providing the service.
- To establish robust systems to support the co-ordination of complaints that progress through the stages of the statutory complaints procedures, working with managers and staff so that complaints are resolved at the earliest stage and where appropriate advising managers at all levels on appropriate forms of redress where complaints are upheld.
- To promote the principles of mediation and other forms of alternative dispute resolution in resolving complaints and concerns as close to the point of contact as possible.
- To understand and be conversant with Safeguarding Children and Safeguarding Adults policy and practice and to liaise on such matters. Also to provide relevant advice and guidance on complaints matters in relation to safeguarding procedures.
- To manage the Safeguarding Adults complaints procedures and Safeguarding Children’s complaints procedures ensuring that complaints are addressed under these procedures where appropriate.

**Applicant Requirements**:

- **Qualifications**: N/A.
- **Experience**: 2+ years working within a similar role.
- **Compliance**: Current DBS and 2 x references.
- **Travel**: Clean UK driving license with the ability to commute to and from work independently.
- **Hours**: 37.5 hours p/w.

**Working for Seven Resourcing**:
Established in 2011, Seven Resourcing is one of the UK’s largest suppliers of temporary health and social care professionals. Rated ‘Excellent’ on Trustpilot from 1900+ reviews, and with 20 major industry awards behind us, we take pride in knowing we can find you the best possible rates in a role you can be proud of.

INDSAM

**Job Types**: Full-time, Temporary contract
Contract length: 3 months

**Salary**: £22.55-£27.28 per hour

Schedule:

- Monday to Friday

**Experience**:

- similar: 2 years (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person

Reference ID: 63303

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