Complaints Officer

Location: Wales

Complaints Officer

Local Authority | Mid Wales (County-Wide)

A large local authority in Mid Wales is seeking an experienced Complaints Officer to support the statutory management and delivery of complaints, representations, compliments and comments across social services.

This is a key role ensuring compliance with Welsh Government guidance, supporting service improvement, and embedding learning from complaints into operational practice.

Assignment Details

Contract Length: 10 months (ongoing assignment)
Pay Rate: £22.84 per hour (Umbrella)

Hours:

37 hours per week

The Role

Reporting into senior management, the Complaints Officer will lead on the effective coordination, investigation, monitoring and reporting of statutory complaints across children's and adult social services.

The post holder will ensure complaints are handled fairly, transparently and in line with legislative requirements, while promoting learning, service improvement and excellent customer experience.

Key Responsibilities

Ensure compliance with statutory complaints regulations and Welsh Government guidance
Manage and coordinate complaints, representations, compliments and comments
Provide independent advice and guidance to managers on complaint handling
Draft high-level responses and maintain regular communication with complainants
Monitor complaint trends, themes and outcomes, producing qualitative and statistical reports
Facilitate learning from complaints and contribute to action and improvement plans
Design and deliver complaints-handling training to operational staff
Liaise with external bodies, independent investigators and partner organisations
Maintain strict confidentiality and data protection compliance

Skills, Knowledge & Experience

Essential:

Recent experience within a local authority, council or housing association
Proven experience handling formal complaints within social services or housing
Strong knowledge of relevant legislation, including social care and complaints frameworks
Excellent written and verbal communication skills
Ability to manage sensitive and complex cases with professionalism and tact Desirable:

Knowledge of Welsh social services legislation
Experience commissioning or working with independent investigators
Welsh language skills

Additional Information

Enhanced DBS required
Ability to travel across the county
Flexible working approach required📩 Apply today for a confidential discussion about this opportunity.

Linsco is acting as an Employment Business in relation to this vacancy