Compliments, Complaints & Information Coordinator - Fixed Term

Hull City Council's Children, Young People and Families Service is looking to recruit a Compliments, Complaints and Information Officer to assist with our continuous improvement journey.
This is an interesting and important role for a suitably experienced person which involves co-ordinating, overseeing and quality assuring all aspects of complaints made by children and young people, their families and carers.
The Children Act complaints procedure has three stages, stage 1 is early resolution, stage 2 a formal investigation and stage 3 is an independent complaint panel review. The role covers all stages of the Local Authority's process and also involves consultation, enquiries and investigations by the Local Government and Social Care Ombudsman. Complaints in relation to children's services across the partnership which are responded to via the council's corporate complaints procedure are also managed within this role.
The role involves direct contact with families and children to glean the details of the complaints and to support operational service managers in responding to and resolving complaints swiftly and efficiently with a listening and learning culture central to this role as complaints help shape our services.
The role also provides analysis of patterns and themes across the service

You will be part of a dedicated team able to work within deadlines with robust organisational skills, excellent communication skills both verbal and in written format and have a keen eye on quality assurance of complaint responses with a clear ambition for improving services for children, young people and families.
We are looking for a motivated and enthusiastic person who has the ability to work as part of a team and is also able to use their own initiative.
Good interpersonal skills are crucial as is problem solving, conciliation and negotiation skills., Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.

We will provide you with a comprehensive induction programme and dedicated one to one supervision.
This is a Fixed Term post for 1 year to provide additional capacity to the service.
For an informal discussion about the post please contact Debbie Witty on .
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