Complaints Officer; Adult Social Care Assessment Service

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

A Complaints Officer is required to support a temporary peak in workload within the Adults Social Care Assessment service. The postholder will manage statutory complaints, representations, compliments and comments in line with Welsh Government guidance. This role requires excellent communication skills, a strong understanding of social care legislation and the ability to analyse information, support investigations and promote learning across the service.

• 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‑coordinate 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.
• Excellent IT skills, including Microsoft Office.
• Ability to travel across the county and work flexibly.
• Enhanced DBS required.