Complaints Officer; Adult Social Care Assessment Service

Complaints Officer (Adult Social Care Assessment Service)

Employer:

Neway International Ltd

Location:

Powys, Wales

Pay:

£17.56 to £22.84 per hour, Pay Rate: £17.56 PAYE per hour / £22.84 Umbrella per hour

Contract Type:

Contract

Hours:

Full time

Disability Confident:

No

Closing Date:

19/03/2026

Neway International are seeking a Complaints Officer to join our client based with Powys County Council.

Location:

County Hall, Llandrindod Wells, Powys, LD1 5LG

Hours:

37 per week

Start Date:

02/03/2026

About the Client Powys County Council’s Social Care Service provides high‑quality support across Adults and Children’s Services.

Their Assessment teams are committed to delivering safe, transparent and accountable practice, ensuring service users receive clear communication and fair access to statutory processes.

• Manage statutory complaints processes in line with Welsh Government guidance and relevant legislation.
• Maintain and update complaints policies and procedures to ensure compliance.
• Promote accessibility of the complaints procedure to the public and staff, including signposting advocacy support.
• Receive, record and track complaints, compliments and comments, ensuring accurate reporting and monitoring.
• Provide independent advice and guidance to managers and staff on complaint handling.
• Draft high‑quality responses and support timely resolution of complaints.
• Co‑ordinate and support Stage 2 investigations, including commissioning Independent Investigating Officers.
• Analyse statistical and qualitative data to identify themes, trends and learning.
• Deliver training to staff on complaints handling and good practice.
• Manage the Feedback Team Administrator in line with council standards.
• Maintain confidentiality and ensure compliance with Data Protection and FOI legislation.
• Liaise with other authorities, statutory bodies and third‑sector partners to develop joint protocols.

• Significant experience working within social services or a social care setting.
• Experience handling formal complaints.
• Strong understanding of social care legislation, safeguarding and complaints procedures.
• Excellent written and verbal communication skills.
• Ability to analyse data and produce high‑level reports.
• Strong organisational skills with the ability to manage sensitive and complex issues.
• Ability to travel across the county and work flexibly.
• Enhanced DBS required.

Jobs are provided by the Find a Job Service from the Department for Work and Pensions (DWP).