Complaints Investigation officer
Complaints Investigation officer
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Job Alert
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£ 33209 - 36409
1 Vacancy
Job Description
Internal Vacancy Please note that in accordance with the Councils policy employees who are in a formal redeployment situation will be considered in the first instance for all vacancies.
*This job may be suitable as a secondment opportunity for internal candidates wishing to gain experience in a higher or different role. Managers and applicants must note that all secondments are subject to agreement between the relevant departments and therefore the recruiting manager must speak with HRbeforeoffering a job on a secondment basis.*
The post is 28.8 hours per week with working hours being flexible subject to agreement. Salary advertised is prorata salary.
About the Role:
The Complaint Investigation Officer is responsible for the daytoday management of the first stage of the Councils statutory childrens complaint policy.
The role includes speaking with customers who wish to raise a complaint and advising them about the remit of the complaint policy. You will signpost to other policies/services/agencies when appropriate and agree points of complaint for registration at Stage 1 of the complaint policy. The role involves liaising with managers tasked with responding to complaints to ensure response timescales are adhered to.
The Complaint Officer will also act as Investigating Officer for all childrens social care and some SEND complaints that escalate to a formal investigation at Stage 2. This includes reviewing evidence interviewing staff and producing a written investigation report for adjudication by a senior officer.
The role also includes acting as FOI Champion for childrens social care and SEND Freedom of Information requests gathering the required information from colleagues and sharing with senior managers for approval to ensure a timely response.
About the Candidate:
Successful candidates will have knowledge and understanding of childrens social care and SEND services and the statutory childrens social care and SEND complaint policies. You will have excellent verbal and written communication skills be able to process complex or emotive information extracting salient points with the ability to work independently within a supportive team.
Interviews will take place on Wednesday 21 May 2025.
If you would like an informal discussion about the post please contact or
If your skills knowledge or experience looks a little different from what we have identified and you think you can bring value to the role wed love to learn more about you as subject to the skills knowledge or experience levels within the candidate pool we may explore a traineeship for this role.
As part of our Talent Strategy were committed to strengthening opportunities for our people to learn grow progress and thrive. For many of you this may be preparing and applying for your next role with us and were passionate about ensuring you feel supported throughout your internal recruitment experience. Please get in touch if you want to know more about some of the ways in which we could support you by emailing
It is Council policy not to reappoint any employee who has left under the terms of the Councils Early Voluntary Retirement (EVR) scheme or who have left with a voluntary severance (VS) package unless in exceptional circumstances.
Applications will be accepted until midnight on the closing date.
We reserve the right to close this vacancy earlier than the specified date should we receive sufficient applications.
Applications can only be accepted through the Jobs page following registration. Forms received via the post will not be processed.
All applicants invited to interview must evidence their right to work in the UK. Details of required documents can be found by clicking the link at the bottom of the Jobs page.
The job description and other supporting documents will not be accessible once the vacancy closing date has passed so if a copy is required you should download it now.
How to apply
Please apply online by clicking the link below
Required Experience:
Unclear Seniority
Employment Type
Full-Time
