Complaints Officer

We are currently seeking a dedicated Children's Social Care Complaints Officer to join our team and support the effective management of feedback and complaints within Children's Services. This is a vital role ensuring that concerns raised by children, families, and professionals are handled with empathy, accuracy, and professionalism.

Please note this is a 20 - 25 hours per week temporary post.

Key Responsibilities

• Manage live complaints within the CSC system, ensuring timely responses and appropriate follow-up actions.
• Deal with live complaints in the system that need responses/action/follow up.
• Liaise with social workers, team managers, and service leads to gather information and support complaint investigations.
• Ensure all cases are logged, tracked, and progressed in line with statutory timescales and internal policies.
• Prepare written responses, summaries, and updates to ensure complainants are kept fully informed.
• Identify themes or issues arising from complaints to support service learning and improvement.
• Maintain accurate records and uphold confidentiality and safeguarding requirements at all times.

About You

• Experience working within Children's Social Care, customer relations, complaints handling, or a similar environment.
• Strong communication skills with the ability to manage sensitive or challenging situations professionally.
• Excellent attention to detail and the ability to prioritise a busy caseload.
• Confident working with multiple systems and producing high-quality written responses.

Connect2Halton is a trading style of Halton & Kent Commercial Services LLP- A joint venture between Halton Borough Council & Commercial Services Kent Ltd. Connect2Halton is an equal opportunities Employment Agency & Business. It positively encourages applications from all suitably qualified and eligible candidates.