Complaints Officer

We are seeking a full time Complaints Officer to join the small team working across the County, managing complaints and enquiries for Adult Social Care. This is an exciting opportunity for someone to be part of a busy team, full of variety and challenges which will ensure that feedback from the public helps to shape how services are delivered.

The role includes providing support to the team to ensure that all complaints are dealt with appropriately and consistently within statutory guidance, providing support to handle complex complaints and determining appropriate action and escalation, in addition to supporting the team to ensure that all data is consistently and accurately recorded.

You will be required to run reports from the complaints management system and to gather information to respond to Freedom of Information enquiries and Subject Access Requests on behalf of the team, in addition to supporting the team to respond to enquiries from the Local Government and Social Care Ombudsman.

We are looking for someone who has excellent interpersonal and communication skills to liaise with managers and complainants to ensure responses meet the required standards and procedures are appropriately followed. In addition to exceptional grammar and literacy skills to produce correspondence and quality assure letters. A good understanding of IT systems like Word and Excel, as well as the ability to navigate databases will be also required. A good knowledge of Adult Social Care., This post is considered by KCC to be a customer-facing position. The Council therefore has a statutory duty under Part 7 of the Immigration Act (2016) to ensure that post holders have a command of spoken English/Welsh sufficient for the effective performance of the job requirements. The appropriate standards are set out in the Job Description/Person Specification.

Work that works for you and us - let's talk flexibility!

KCC is committed to building a workforce which reflects the diversity of the county's working residents, encouraging applications from people of all ages, abilities, genders, sexual orientations, ethnic backgrounds, faiths and those with caring responsibilities, and aspires to create an inclusive workplace where everyone can be themselves at work.

Please note - if you are interested, please apply as soon as possible as the closing date for this advert may be earlier than stated should a number of suitably qualified candidates apply.