Complaints Manager – Children & Family Services

Interim Complaints Manager – Children & Family Services

Reference no:  W Berkshire 5228486

Pay Rate: £38.00 per hour PAYE 

This opening assignment is for 2 months

Enhanced DBS disclosure is listed as a requirement for this role

Hybrid working

The purpose of the role is to act as first point of contact for customers enquiring about complaints, and to receive complaints which are presented via the Children and Family Services Social Work Teams.

Key Responsibilities:

• Oversee the complaints records (both manual & computerised)
• Keep customers informed about the progress of their complaint/enquiry or request
• Circulate complaints to the appropriate Social work team, set timescales and track progress.
• Review all draft complaints responses before these are sent out from the Teams.
• Draw up a Statement of Complaint/Complaints Matrix for complex complaints and circulate these to the appropriate team/teams.
• Collate, coordinate, and review the information provided by the teams for complex complaints.
• Convene and chair restorative and/or complaints meetings with complainants where appropriate.
• Send out completed responses to complex complaints.
• Work with the Corporate Legal team and Communications Team where necessary.
• Promote equality as an integral part of the role, treating everyone with fairness and dignity.
• Comply with WBC health and safety policies, procedures and rules, taking reasonable care of self and others.
• Adhere to the standards set out in the WBC competency framework.

“Role Requirements” – to give yourself the maximum chance of success please try and ensure your CV addresses the following essential criteria:

Qualifications:

1. Educated to degree level.
2. GCSE grade C in English, Maths and ICT or equivalent.

Experience:

1. Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation.
2. Significant experience of working within Children’s Services or similar environment.
3. Experience of working in complaints.
4. Understanding of the local government environment.
5. Understanding of Children’s Statutory Complaints process and Corporate Complaints processes.

Skills & Abilities:

1. Ability to communicate effectively with a wide range of people, verbally and in writing.
2. High standard of interpersonal skills.
3. Ability to work as part of a team.
4. Understand the rules of strict confidentiality.
5. Ability to work to a pre-determined deadline.
6. To be flexible and adaptable to the wide range of duties undertaken.
7. Able to produce accurate and well-presented work.
8. Willingness to deal appropriately with potentially distressed and/or aggressive service users over the telephone.
9. Strong IT skills including Microsoft packages or equivalent (e.g. G Suite).

NB: Please feel free to apply to us direct via [email protected] by quoting the job reference and job title exactly. SEE DETAILS AT THE BOTTOM OF THIS AD.

If you have previously applied to one of our vacancies and have already sent the required supporting documentation to us, please make this clear when you re-apply as this will help speed up your application.

To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF

If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.