Adult social Care Customer Relations Manager

Adult social Care Customer Relations Manager

Employer: Wokingham Borough Council
Salary: £52,414 - £57,870 Per Annum, Plus Benefits
Location: Wokingham Borough Council, Shute End/Home Working
Contract: Contract
Working Pattern: Full Time
Hours: 37 hours per week.
DBS Check: Enhanced
Closing Date: 29/03/2026 at 23:00
Reference: 713376

We have an excellent opportunity here at Wokingham Borough Council for an Adult Social Care Customer Relations Manager to join our Corporate Complaints Team on a Full-time, 24-month Fixed Term contract.

As the Customer Relations Manager, you will lead the delivery of all Adult Social Care corporate complaints and those covered by the Local Government Social Care Ombudsman regulations.

You will coordinate, triage and manage enquiries and complaints from service users, carers, advocates, MPs and councillors, ensuring that every interaction receives a timely, empathetic and high-quality response. Acting as the primary point of contact between customers, front line teams and senior managers, you will provide clear oversight of issues, uphold strong complaint governance, and turn insight from feedback into continuous service improvement.

If you thrive on driving service improvement, championing the customer voice, and shaping a culture of transparency and learning, this is your opportunity to make a real difference at the heart of our Adult Social Care (ASC) Service.

Not only is this an excellent opportunity, but it’s a fantastic time to join our team. You will receive an extensive range of employee benefits including:

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Generous Annual Leave - 31 days annual leave (rising by 5 days after 5 years of continued local government service), plus bank holidays

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GP Helpline - Available 7 days a week

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Employee Assistance Programme – Including a 24/7 Your Care Helpline

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Free Eye Tests and Flu Vaccines

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Free Onsite Gym - Located at Shute End Offices, Wokingham

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Local & Lifestyle Discounts - Save on shopping, entertainment, dining out & more

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Move through Menopause Course

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Sports & Social Group Activities - Including running, football, cricket & more

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And more!

Key Responsibilities:

• To investigate and respond to complaints, oversee investigations by other ASC managers including the strategic development, delivery and operational management for all complaints, compliments and feedback.
• Act as the lead point of contact for ASC complainants & Local Government Social Care Ombudsman investigations.
• Ensure compliance within all statutory timescales and regulatory requirements.
• Provide expert advice, support and guidance, to ASC teams around effective complaints handling and support a culture of learning.
• Transform feedback into insight, driving improvements in policy, practice, systems and service culture.
• Develop and present key performance metrics to senior leaders.

Candidate Requirements:

• Experience of investigating complex complaints including fact-finding, sense-making, writing transparent evidence backed responses.
• Ability to use customer outcomes from complaints to provide intelligence and insight.
• Experience in partnership working and stakeholder management.
• Track record of driving customer-focused service improvements.
• Strong written and verbal communication skills.
• Ability to handle sensitive and emotive cases with resilience and professionalism.

Our Area:

Wokingham Borough is set in the heart of Berkshire with excellent transport links to Reading and central London. Our area comprises of a vibrant and historical market town, attractive villages, and miles of beautiful countryside.

We’re home to a range of high performing schools, a host of international businesses and an incredible community. The borough has a strong local economy with accelerated growth, a range of excellent public facilities and low levels of crime, offering an exceptional quality of life.

Click the link below and Apply Today, Alternatively, for more information or to arrange an informal discussion about the role, please contact Daneet Penny, Corporate Complaints Manager via email: D (Strictly no agencies).

Closing date:
Sunday 29th March 2026 at 11pm

Interview date: TBC

Whilst this is a fixed term contract appointment, for anyone already…