Complaints Officer

Positive Employment is currently recruiting for a Complaints Officer for our client a government organisation in Llandrindod Wells, Powys, Wales.

The successful post holder will be responsible for the statutory requirements for managing and reporting on complaints, representations, compliments and comments and to facilitate learning and feedback into operational services and performance management systems.

This role is a temporary contract initially for 5 weeks with the possibility to extend.

• Review, update, maintain and meet statutory requirements in respect of complaints policies and procedures, and ensure compliance in accordance with Welsh Government Guidance for handling social services complaints as required by the relevant regulations for children and adult services.
• Design and deliver a training programme for staff in respect of complaints and promote good practice in complaints handling amongst operational staff.
• Monitor the procedure and investigation of complaints to ensure it is considered thoroughly, objectively and equitably, provide regular independent feedback on complaints and independently monitor implementation of recommendations in line with Heads of Service recommendation action plans.
• Commission and maintain a pool of Independent Investigating Officers and Independent Persons for Stage 2 complaints investigations and assist them with the organisation of such investigations.
• Effectively manage the Feedback Team's Administrator in line with the organisation's policies and standards to ensure that the associated administrative tasks are performed to the highest possible standard to the benefit of both the public and staff.
• Ensure there are effective systems in place for recording, monitoring and reporting of complaints, representations, compliments and comments, provide independent reports on complaints and compliments received and feed into quality assurance processes using both statistical and qualitative data, identifying themes, patterns and trends.
• Facilitate and share the dissemination of learning from complaints to operational services and contribute to Recommendation Action Plans as necessary.
• Provide independent advice and guidance to managers, corporate support staff and Independent Investigating Officers on the handling and response to complainants. Draft responses with operational staff, keeping complainants and other key stakeholders informed on the progress of complaints and/or facilitating, brokering and mediating, where possible, the smooth resolution of complaints between service users and the Service Area.
• Promote accessibility and awareness of the complaint’s procedure to both the public and departmental staff, receive complaints, representations, compliments and comments from service users and/or their representatives, and assist them in the use of the procedure, including promoting and signposting the use of independent advocacy for vulnerable adults, children and young people who wish to make a complaint.
• Co‑ordinate the investigation of complaints in line with the complaints procedure.
• Liaise with other authorities, statutory bodies, third sector providers and voluntary agencies and develop joint protocols and standards in partnership.
• Work with and advise the Senior Management Team.

• Enhanced DBS Check
• BPSS check may be required
• Relevant degree or professional qualification and/or relevant experience
• IT skills, with the ability to use Microsoft Office or similar word‑processing, spreadsheet and database packages
• Broad understanding of the legislation and safeguarding procedures relating to complaints, including the Social Services and Well‑Being Act (Wales) 2014, Regulation and Inspection of Social Care Act (Wales) 2016, Human Rights Act 1998, the UN Convention on the Rights of a Child, Data Protection Act 2018 and Freedom of Information Act 2000, the Wales Safeguarding Procedures
• Able to review, update, maintain and meet statutory requirements in respect of complaints policies and procedures, and ensure compliance in accordance with Welsh Government Guidance for handling social services complaints as required by the relevant regulations for children and adult services.

Working Hours: 37hrs / Monday - Friday

Pay: £22.84 per hour

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