Advanced Complaint Practitioner

Number of Vacancies: 1

Time Type: Full time

Worker Type: Regular

Proposed Interview Date: Friday, October 23, 2026

Hours of Work: 37

Hiring Manager: Deborah Witty

Contact Number:

Job Description

Summary:

This is a full time permanent position.

We are seeking an experienced, motivated and skilled Advanced Complaints Practitioner, dedicated to working within our Integrated Complaints & Compliments Service. This is a pivotal role that strengthens the quality, consistency, and learning culture across our organisation.

As Advanced Complaints Practitioner, you will provide senior professional support to the Grade 12 Group Manager and act as a key source of expertise, leadership, and resilience across the complaints function.

You will play a central role in improving service quality across the local authority, ensuring that feedback from children, families, residents, and partners drives practice development and results in better outcomes.

• Provide oversight and professional advice for the complaints service staff and the operational services. Supporting service continuity and resilience across all stages of the complaint procedure and tasks and functions within each stage of the process.

• Lead the completion and quality assurance of the quarterly Complaints Snapshot Report. Ensuring clear accountability and driving service improvement.
• Analyse trends, themes and learning from complaints to deliver practice improvement activity, including targeted audits, "stop the clocks" sessions, and thematic support.
• Quality assure complaint investigation reports and adjudication responses for Heads of Service, offering expert consultation.
• Quality assurance of files prepared for Independent Complaint Panel Reviews and reports and Director responses to complaints.
• Conduct quality assurance of complaint case files before submission to the Local Government and Social Care Ombudsman.

• Act as a specialist advisor for complex complaint screenings
• Supporting managers and staff in driving forward learning from complaints. This may be achieved through team meetings or service meetings.
• Support offered by complaints will extend across all Children, Young People and Families services within the Local Authority.
• Strengthen the authority's approach to learning from compliments and complaints, ensuring insights translate into practice improvements. Achieving this through regular quarterly reporting on themes from complaints.
• Occasionally completing or participating in bespoke auditing that is linked to complaints and working on ensuring the learning informs practice within the service.
• Monitor and ensure completion of complaint action plans, improving timeliness and consistency across teams.
• Participate in operational meetings to provide families with an experienced manager from the Complaints Team when cases remain unresolved.

• Provide direct supervision, development and support to the Business Support Officer.
• Provides support and advice to the three Grade 8 Complaint Co Ordinator's.
• Model best practice and foster a culture of continuous learning and improvement within the service.

• Experienced, knowledgeable and confident in complaints management, quality assurance and practice development.
• Skilled at analysing complex information and communicating findings clearly and translating data into reports.
• Good written and verbal communication skills with skills in presenting information.
• Able to build strong working relationships with senior leaders, operational managers, and external partners.
• Committed to continuous improvement, innovation and service improvement.
• Highly organised, with the…