The Social Services Complaints Officer plays a crucial role in ensuring the Council adheres to statutory requirements for managing, investigating, and reporting complaints, representations, compliments, and comments related to Childrenâs and Adult Social Services. This position is vital for integrating feedback into service improvement, quality assurance, and performance management processes. The officer also supports service users and staff by promoting accessibility, best practices, and a transparent, compliant complaints process.
Responsibilities
Review, maintain, and update complaints policies and procedures to ensure compliance with Welsh Government guidance and statutory regulations.
Maintain comprehensive knowledge of relevant legislation, including the Social Services and Well\-being Act (Wales) 2014, Regulation and Inspection of Social Care Act, Human Rights Act, Data Protection Act, and FOI Act.
Ensure safeguarding considerations are appropriately applied within complaints handling.
Manage all aspects of complaint handling within statutory timeframes.
Receive, assess, and coordinate the investigation of complaints, representations, compliments, and comments.
Facilitate the resolution of complaints by advising managers and investigators, mediating where appropriate, and keeping stakeholders informed.
Requirements
Significant experience working within social services or a social work setting.
Experience handling formal complaints.
Experience working in an office environment.
Relevant degree or professional qualification, or equivalent relevant experience.
Commitment to completing any further qualifications required for the role.
Appropriate social work qualification and registration with SCW/HCPC.
Management qualification.
Additional Information
Working hours: 37 hours per week
Location/Work Base: County Hall, Llandrindod Wells
This is a flexible worker position, offering the opportunity to work in an agile manner, including home working.
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