East Sussex County Council
Senior Complaints Officer and Duty Manager
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Job Opportunity at East Sussex County Council
Do you want to make a real difference by resolving issues, informing service improvement and ensuring people's voices are heard?
Then join East Sussex County Council's Adult Social Care Complaints and Feedback Team, where you'll help turn feedback into action, improve services for residents, and support the delivery of fair, effective and accountable Adult Social Care services.
Role Overview
We are seeking an experienced and motivated Senior Complaints Officer and Duty Manager to support triage, complaint resolution and Member enquiries within Adult Social Care and Health.
As an integral member of the team you will:
- Resolve concerns presenting to our duty team
- Manage a varied complaints caseload
- Provide expert advice
- Identify themes and learning from complaints to support service improvements
Key Requirements
We are looking for candidates who:
- Have experience managing complex complaints, investigations or enquiries
- Have effective communication skills and strong analytical and report-writing abilities
- Are able to manage competing priorities and deadlines
- Have knowledge of Adult Social Care services and complaints processes
- Have strong IT skills, including in Microsoft 365, and experience of using case management systems
Application Process
Please download the job description and person specification here for more information.
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To apply for this role, please follow the ‘Apply Now’ button above and upload your CV and a Supporting Statement. We will be using your Supporting Statement to shortlist so please 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 and include why you are interested in the role.
For guidance on how to write an application see our how to apply page and our statement on the use of AI.
Interviews
Interviews will take place in person at County Hall, Lewes. Interviews will be taking place on the mornings of the 15th and 16th of September.
Candidates who meet certain criteria are given priority when we shortlist. See our priority status page for details.
Benefits
This post provides an opportunity to work with a range of stakeholders to ensure the resolution of complaints and concerns and that learning is used to support the ongoing delivery of excellent services to residents.
We offer a diverse range of benefits to help and support you during your employment. More information can be found on our benefits page.
Vocational Training through Apprenticeships is now available to our staff, ranging from entry level to degree level qualifications. You can talk to the hiring manager and the apprenticeship team about what qualifications would be relevant to you and this job role, and if it is possible to support you in apprenticeship training.
Get help with your application
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If you're passionate about excellent customer service, resolving complex issues and improving outcomes for residents, we'd love to hear from you.
For an informal discussion about this opportunity contact Jacqueline London-Willis, Head of Insight and Assurance, via email at jacqueline.london-willis@eastsussex.gov.uk to request a MS teams call or phone call.
Additional Information
This post is subject to an Enhanced DBS check or Enhanced check for Regulated Activity with the Disclosure & Barring Services (previously the Criminal Records Bureau). For further information about what is required in this process please go to https://www.gov.uk/dbs-check-applicant-criminal-record. Please note that we require evidence of an overseas police check if you have lived or worked abroad.
Your starting salary will be pro rata if the above position is part-time or term-time only.
If you require sponsorship to work in the UK please let the hiring manager know this in your application so we can check eligibility for sponsorship for the role. For further information please go to https://www.gov.uk/browse/visas-immigration/work-visas.
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.
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