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, frontline teams and senior managers, you will provide clear oversight of issues, uphold strong complaint governance, and turn insight from feedback into continuous service improvement.

• Investigate and respond to complaints, overseeing 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.

• Experience of investigating complex complaints including fact‑finding, sense‑making and 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.

Wokingham Borough is set in the heart of Berkshire with excellent transport links to Reading and central London. Our area comprises 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, or 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).

While this is a fixed‑term contract appointment, for anyone already employed by Wokingham Borough Council this would be classed as a secondment if successful. Therefore, the usual permission requests for secondments apply and you must speak to your line manager in the first instance before applying.

If your application is shortlisted for an interview, you will be required to provide proof of your right to work in the UK at that stage. Successful candidates must present proof upon receiving a job offer. All offers are conditional and subject to satisfactory completion of pre‑employment checks. We reserve the right to close the advert early if suitable candidates are identified.

Wokingham Borough Council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all staff, other workers and volunteers to share this commitment. All successful candidates for this role will be subject to Disclosure & Barring Service (DBS) checks along with other relevant employment checks.

Due to the high volume of applications we receive, we regret that we are unable to respond to every applicant individually. If you do not hear from us within 4 weeks of the Final date to receive applications, please assume that your application has not been successful on this occasion. We appreciate your interest in joining Wokingham Borough Council and thank you for taking the time to apply.

Wokingham is an equal opportunities employer.

How to apply
Apply online via the link provided. Please note, we do not accept CVs submitted without a fully completed online application form.