Complaints Officer

Are you a calm problem solver who can manage a busy case load with competing priorities? If you're passionate about getting the best outcome for your customer, then we would love to hear from you.

We are recruiting to the role of Complaints Officer in our Customer Relations Team within Children's Services. We manage complaints for Children’s Services. This role has a focus on Education. This important role enables us to deliver our statutory and local complaints processes. We ensure complaints and feedback are properly recorded, investigated and responded to.

You will manage a complaint from start to finish. This involves reviewing relevant records and speaking to staff. Our focus is on resolution at any stage of the process. You will manage complaints which have been escalated. You will also be responsible for coordinating responses to elected members.

Our comprehensive complaints policies and procedures will help you to provide fair, transparent and helpful information to customers. Having writing skills is essential. An important part of the complaints processes is identifying learning from complaints when we have got something wrong. You will also look at what we can do to put things right.

If you have any questions about the building accessibility for the building this role is based in, please contact the hiring manager. 

This role would suit an applicant who has previous complaints and or experience working for a public or regulated body. 

We are looking for candidates who:

• Have strong writing skills
• Can communicate with the public and colleagues, including senior managers
• Can be sensitive and robust in their approach
• Have a creative approach to resolving complaints, working within our policies and processes
• Are committed to learning from complaints
   

• People under 30 years of age
• People from Black and ethnic minority backgrounds

For guidance on how to write an application see our how to apply page and our statement on the use of AI.

Interviews will take place in person at County Hall, Lewes. A review of a case study will form part of the selection process.

Candidates who meet certain criteria are given priority when we shortlist. See our priority status page for details.  

This is a challenging and rewarding role that will allow you to have a real impact on our service users' customer experience. We are a friendly and supportive team with high standards. We have a hybrid working pattern, working in County Hall on some days and at home on others. As the role is part time, the salary advertised is pro-rata. We would consider applicants working hours over four days or five days. 

We offer a diverse range of benefits to help and support you during your employment. More information can be found on our benefits page. 

For an informal discussion about this opportunity contact Polly Walsh, Customer Relations and Information Governance Manager at [email protected] to request a MS teams call or phone call.