Complaints Officer

Job introduction

About the role

Are you a calm problem solver who can manage a busy case load with competing priorities and 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. We manage complaints for Children’s Services and Adoption South East. This important role enables us to deliver our statutory and local complaints processes. We ensure complaints and feedback are properly recorded, investigated and responded to.

You will manage a complaint from start to finish. This involves reviewing relevant records and speaking to staff. Our focus is on resolution at any stage of the process. You will manage complaints which have been escalated. You will also be responsible for coordinating responses to elected members.

Our comprehensive complaints policies and procedures will help you to provide fair, transparent and helpful information to customers. Having writing skills is essential. An important part of the complaints processes is identifying learning from complaints when we have got something wrong. You will also look at what we can do to put things right.

This role would suit an applicant who has previous complaints and or experience working for a public or regulated body. We are looking for candidates who:

• Have writing skills
• Can communicate with the public and colleagues, including senior managers
• Can be sensitive and robust in their approach
• Have a creative approach to resolving complaints, working within our policies and processes
• Are committed to learning from complaints

This is a challenging and rewarding role that will allow you to have a real impact on our service users' customer experience. If you meet the essential criteria, we look forward to hearing from you.

To apply for this role please follow the ‘Apply Now’ button above. When completing your application be sure to address how you meet all the criteria in the person specification drawing on any relevant work/life experience, education or personal interests.

Interviews will be in person at County Hall in Lewes in the week of 5 May. If you are unavailable on these dates let us know and we may be able to schedule an alternative date to interview you.

We offer a diverse range of benefits to help and support you during your employment. More information can be found on our benefits page.

For an informal discussion about this opportunity contact Polly Walsh, Customer Relations Manager, at  Polly.Walsh@eastsussex.gov.uk to request a MS teams call or phone call.

Additional information

Company information