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Complaints Officer

Hours of work: 27.45 hours per week
Working pattern: Part-time
Fixed term for: 12 months 

Closing date: Sunday 3 July 2022
Interview date: Friday 8 July 2022

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.

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.

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

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.

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

To find out more or to answer any questions you might have, please call Polly Walsh for an informal chat on 07738 263888.

Interviews will be held virtually on Friday 8th July 2022

Additional Information

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

Work Permits: we may be able to obtain a Work Permit for this post but this is subject to meeting the requirements of the UK Border Agency’s Points-based Immigration System.

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.

Reasonable adjustments include things like an offline application form. If you would like to discuss your requirements further, please get in touch.


Equal Opportunities

East Sussex County Council is an equal opportunities employer. We welcome applications from all suitable candidates, regardless of race, gender, sexual orientation, disability or age. All applications are treated on merit.

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  • Job reference
  • orbis/TP/1199/24854

  • Number of positions
  • 1

  • Location
  • Lewes

  • Salary
  • £30,112 to £32,527

  • Closing date
  • 3 July 2022

  • Organisation
  • East Sussex County Council

  • Department
  • Children Services

  • Contract type
  • Fixed Term

  • Work pattern
  • Part Time

  • Hours
  • 27.45

  • Job type
  • Administration and Clerical