Complaints Officer and Duty Manager

Do you want to make a real difference by resolving issues, informing service improvement and ensuring people's voices are heard? Then join East Sussex County Council's Adult Social Care Complaints and Feedback Team, where you'll help turn feedback into action, improve services for residents, and support the delivery of fair, effective and accountable Adult Social Care services. We are seeking an experienced and motivated Senior Complaints Officer and Duty Manager to support triage, complaint resolution and Member enquiries within Adult Social Care and Health.

As an integral member of the team you will resolve concerns presenting to our duty team, manage a varied complaints caseload, provide expert advice, and identify themes and learning from complaints to support service improvements.

Interviews will take place in person at County Hall, Lewes. Interviews will be taking place on the mornings of the 15th and 16th of September. Candidates who meet certain criteria are given priority when we shortlist. See our for details. This post provides an opportunity to work with a range of stakeholders to ensure the resolution of complaints and concerns and that leaning is used to support the ongoing delivery of excellent services to residents.

We offer a diverse range of benefits to help and support you during your employment. More information can be found on our . Vocational Training through Apprenticeships is now available to our staff, ranging from entry level to degree level qualifications. You can talk to the hiring manager and the apprenticeship team about what qualifications would be relevant to you and this job role, and if it is possible to support you in apprenticeship training.

If you're passionate about excellent customer service, resolving complex issues and improving outcomes for residents, we'd love to hear from you.

• have experience managing complex complaints, investigations or enquiries.
• have effective communication skills and strong analytical and report-writing abilities.
• are able to manage competing priorities and deadlines.
• have knowledge of Adult Social Care services and complaints processes.
• have strong IT skills, including in Microsoft 365, and experience of using case management systems