Statutory Social Care Complaints Officer

£28226 - £30984 per annum
Oxford
Oxfordshire
Permanent
WFM
BH-3624-1
Statutory Social Care Complaints Officer
CCP has passionately supported candidates with ‘customer contact’ job opportunities since 2010. We focus on partnering with our fantastic clients, immersing ourselves in their brand when they’re looking for talented, culturally aligned people to join their business.
Have you got a background within Statutory Social Care or within Complaints? Or Both?
CCP are delighted to be supporting a new client with their appointment of a Statutory Social Care Complaints Officer on a full-time basis. You will work closely with the customer feedback team and other service areas representatives to help and provision the management of statutory social care and complaints, also ensure the learning from all complaints contributes to continuous improvement.
The successful Statutory Social Care applicant will be responsible for the social care complaints and customer feedback is handled in a timely manner and complaints with the relevant legislation and procedure. You will work closely with the service area’s to resolve customer complaints to satisfy the customer’s request.
Responsibilities:
  • Promoting excellent customer service and providing timely resolution focused approach to ensure the department meets their duties and responsibilities.
  • To ensure that prescribed timescales are met with at each of the stages of the complaints policy and procedures.
  • To manage and respond all stages of complex statutory children’s and adults social care complaints and customer feedback across directorates.
  • To escalate the feedback to the team leader for any potential maladministration, non-compliance, high risk, contentious, complex or sensitive issues with an awareness of any risk.
  • Advise and challenge and assist the managers and directorates on achieving resolutions complex complaints.
  • Support the service in developing a strong resolution and approach to manage complaints. Make recruitment recommendations and identify opportunities for efficient ways of working.
  • Ensure complainants have support to access information about the complaints and representations procedures, advocacy and mediation services.
  • To make sure safeguarding policies and protocols are fully adhered to, bringing any concerns to the attention of line manager
Skills, Experience and Criteria:
  • Relevant degree, appropriate professional qualification, or experience in medium/large customer service environment.
  • Proven customer service skills
  • Exceptional organisational skills with proven experience
  • Ability to engage with the wider organisation and communicate with operational colleagues.
  • Evidence of up-to-date training in safeguarding.
  • Must be able to problem solve, and have an eye to detail.
  • Ability to hand challenging and sometimes emotional situations and customers.
  • Strong IT skills including PowerPoint, Excel, Power BI, MS Forms, Power Automate and Office.
Benefits:
  • Flexible hybrid/Remote working model.
  • Generous annual leave which increases with service (up to 32 days).
  • Option to buy additional holiday.
  • Local Government Pension Scheme up to nearly 20%.
  • Various retail and travel discounts.
  • Enhanced family friendly policies.
  • Cycle to work scheme.
  • Relocation expenses.
  • Continuing professional development.
Apply today to be considered for this exciting role as a Statutory Social Care Complaints Officer role. This is a fantastic opportunity to join a wonderful organisation built on growth, equality, and integrity. For more information, contact Tan Rattan on 0208 989 7779
CCP are proud to support many of the world’s best brands, helping them source talent, embrace diversity and build inclusive workplaces. To be considered for this role please apply using the link below, suitable candidates will be contacted in due course.

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