Are you a calm problem solver who can manage a busy case load with competing priorities? If you're passionate about getting the best outcome for your customer, 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. We manage complaints for Children’s Services and Adoption South East. This important role enables us to deliver our statutory and local complaints processes. We ensure complaints and feedback are properly recorded, investigated and responded to.
You will manage a complaint from start to finish. This involves reviewing relevant records and speaking to staff. Our focus is on resolution at any stage of the process. You will manage complaints which have been escalated. You will also be responsible for coordinating responses to elected members.
Our comprehensive complaints policies and procedures will help you to provide fair, transparent and helpful information to customers. Having writing skills is essential. An important part of the complaints processes is identifying learning from complaints when we have got something wrong. You will also look at what we can do to put things right.
This role would suit an applicant who has previous complaints and or experience working for a public or regulated body.
We are looking for candidates who:
- Have writing skills
- Can communicate with the public and colleagues, including senior managers
- Can be sensitive and robust in their approach
- Have a creative approach to resolving complaints, working within our policies and processes
- Are committed to learning from complaints
This is a challenging and rewarding role that will allow you to have a real impact on our service users' customer experience.
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. We look forward to hearing from you.
Please download the Job Description and Person Specification for more information.
Interviews will take place in person at County Hall, Lewes. A review of a case study will form part of the selection process.
We are a friendly and supportive team with high standards. We have recently been awarded the Children’s Services Outstanding Achievement Award 2025 in recognition of our exceptional contribution to Children’s Services.
We work to a hybrid working pattern. We work at County Hall every Tuesday and every other Thursday.
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 Zoe Short, Senior Complaints Officer at [email protected] to request a MS teams call or phone call.
