East Sussex County Council
Senior Complaints Officer
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Role Overview
Do you have the expertise to resolve complex complaints, influence service improvement and make a positive difference for children, young people and families? Then join our Customer Relations Team and use your complaints, leadership and communication skills to help deliver high-quality, customer-focused services across Children’s Services and Adoption South East.
As a Senior Complaints Officer, you will support the Customer Relations Manager to lead on complex complaints, support colleagues to deliver excellent customer service, and act as a subject matter expert on Children's Services complaints procedures. Alongside managing a varied caseload, you will provide advice to managers and staff, analyse trends and learning, contribute to policy development, and help drive continuous service improvement. This is an excellent opportunity to use your expertise to influence practice and improve outcomes for children and families. The team is based in County Hall, Lewes, working in the office some days and at home on others.
Key Responsibilities
- Support the Customer Relations Manager to lead on complex complaints.
- Provide support to colleagues to deliver excellent customer service.
- Act as a subject matter expert on Children's Services complaints procedures.
- Manage a varied caseload.
- Provide advice to managers and staff.
- Analyse trends and learning.
- Contribute to policy development.
- Help drive continuous service improvement.
Qualifications and Experience
We are looking for candidates who:
- Are a subject matter expert on complaints policies, procedures and law.
- Can analyse complex information and data and present findings clearly while maintaining confidentiality and compliance with data protection requirements.
- Have coaching, mentoring or leadership experience and can support colleagues to develop and maintain high standards of complaint handling.
- Have significant experience delivering high-quality customer-focused complaints handling services.
- Can communicate clearly and effectively with a wide range of audiences, both verbally and in writing.
- Have experience working within social care, education, health or a similar regulated environment.
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Application Process
Please download the job description and person specification here for more information.
How to Apply
- Download an Expression of Interest form here.
- Explain how you meet the following criteria from the person specification, drawing on any relevant work, voluntary, educational or personal experience:
- Experience of delivering high-quality customer-oriented services and/or complaints work.
- Ability to communicate effectively with a range of people and adapt communication to suit different audiences.
- Ability to plan and organise a varied workload, manage competing priorities and meet deadlines.
- Ability to analyse, interpret and clearly present complex information and data.
- Knowledge and understanding of complaints procedures and customer service principles.
- Experience of working within a social care, health, education or similar regulated setting.
- Experience of coaching, mentoring or supporting colleagues to achieve high standards.
For guidance on how to write an application see our how to apply page and our statement on the use of AI.
Interviews will take place in the week of 5 October via Microsoft Teams unless you request an in-person interview. If you are unavailable on these dates let us know and we may be able to schedule an alternative date to interview you.
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Benefits
This opportunity offers:
- Opportunity to make a real difference to children, young people and families.
- A varied and influential role with responsibility for complex and statutory complaints.
- Opportunity to lead service improvements through complaint learning and insight.
- Supportive team environment with opportunities to coach and develop others.
- Exposure to senior leaders, external partners and strategic improvement work.
- Flexible and hybrid working arrangements where service needs allow.
We offer a diverse range of benefits to help and support you during your employment. More information can be found on our benefits page.
For an informal discussion about this opportunity contact Polly Walsh, Customer Relations Manager, at Polly.Walsh@eastsussex.gov.uk [Polly.Walsh@eastsussex.gov.uk] to request a MS teams call or phone call.
Additional Information
- 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 Work in the UK - GOV.UK.
- 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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