Complaints and Information Officer
Complaints and Information Officer
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Job Description
Complaints and Information Officer (Childrens Social Care)
PO2: 43542 pa increasing in annual increments to 46437 pa incl. LW
Secondment / Fixed Team Opportunity for 12 months
Full Time / Hybrid Working
We are looking for a Complaints & Information Officer who will assist with managing of complaints at Stage 1 2 and 3 of the Statutory complaints process on behalf of Lambeth Childrens Social Care. This will involve the assessment of complaints at point of receipt liaising and corresponding the complainant with MPs councillors professionals and the Local Government & Social Care Ombudsman.
The role requires a statutory knowledge of Complaints Members Enquiries and Freedom of Information Requests in the context of Childrens Social Care.
In this varied and fastmoving role you will ensure the team continues its track record of meeting targets and ensuring that lessons are learnt from upheld complaints.
The post holder reports directly to the Complaints Team Manager in ensuring that the Council has a managed and coordinated approach to compliance with Freedom of Information requests (FOIs). The post holder will be managing the Childrens Social Care FOI mailbox and coordinating the FOIs request in a timely manner within 20 working days. In addition the post holder will be working with the team to ensure compliance with GDPR ensuring all FOIs are cleared before leaving the council.
You will be responsible supporting the Complaints Team Manager for undertaking data analysis and compiling routine and adhoc performance reports. This includes analysing common themes and trends from complaints and identifying areas of concern. You will provide support to customers and service areas to resolve issues effectively including managing your own complaint caseload undertaking independent investigations where appropriate and ensuring that enquiries and complaint responses are answered on time and to a high standard.
You will deputise for the Complaints Team Manager where necessary at internal monthly / quarterly meetings administer Freedom of Information requirements and respond to routine administration of the team.
If you would like to discuss this role further please contact Ranganathan Gajendran at
Why Lambeth:
Fantastic modern working environment in the awardwinning Lambeth Town Hall and Civic Centre buildings
Competitive Salaries
Up to 31 days annual leave dependent upon continuous service
5 Minutes from London Underground and excellent transport links into the centre of London
Hybrid/Flexible working
Cycle to Work Scheme (including City Bike Hire scheme)
Attractive Local Government Pension Scheme
At Lambeth we are dedicated to providing quality services and equal opportunities for all. We are committed to safer recruitment and are proud to be a Stonewall diversity champion a Living Wage Employer and to guarantee interviews for all disabled candidates who meet the minimum criteria of the role. For a full list of our accreditations please clickhere.
Successful candidates will be asked to apply for an Enhanced Certificate from the Disclosure and Barring Service (DBS). Further information about the DBS can be found at addition you will also be required to undertake a Cifas check from the Fraud Prevention organisation. Further information can be found here note we operate an anonymised application process. When uploading your Supporting Statement and CV please use the cover letter link and remove your personal details.
You must upload a Supporting Statement and CV for your application to be considered.
Interested
Click on the apply button and complete an online application along with uploading your Supporting Statement and CV explicitly evidencing how you meet the shortlist criteria marked with an A on the job specification.
For detailed qualifications and requirements please review the job description and person specification in hyperlink below:
Job Description and Person Specification
Closing Date: 11th May 2025 at midnight
Lambeth aims for quality services and equal opportunities for all and is committed to safer recruitment.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
