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Social Care Complaints Officer

Employer
Adecco
Location
London
Salary
£15.29 - £19.79/hour
Closing date
28 Oct 2020

View more

Job Sector
Care & Social Work
Contract Type
Temporary
Hours
Full Time

Job Details

JOB TITLE: Complaints Officer
LOCATION: Remote based until safe to return to the office in Richmond upon Thames
PAY RATE: £15.29 PAYE or £19.79 Umbrella per hour
START DATE: ASAP
DURATION: 3-6 months

We are looking for a keen, enthusiastic person to join our friendly and supportive team to assist with handling Statutory Adult and Childrens complaints. This is a interim role for 3 to 6 months while recruitment to existing vacancies are undertaken. You will be responsible for managing a caseload of complaints from residents and service users in both boroughs. It is an interesting and sometimes challenging role, and is certainly never dull.

In this role, you will be kept busy with a broad range of casework, you will need a good understanding of complaint handling processes in relation to adult and children social care. Assessing the most appropriate complaints process for individual cases to be progressed, where there is ambiguity present reasoned options to the Adult and Childrens Complaints Manager. You will also need to ensure complainants and colleagues alike follow the appropriate complaints procedure with relevant timescales.

You will act as the first point of contact for Statutory Complaints for members of the public. , and while you won't need to write any responses, one of your tasks will be to review responses to complaints that colleagues have drafted. You will therefore need to establish good working relationships quickly with colleagues particularly within Adults and Children services.

You will also need to record, monitor and report on progress of complaints and compliance with statutory and corporate procedures as required.

We are looking for a clear, effective communicator with good common sense and an ability to analyse and summarise complex issues. With the Covid-19 situation staff are working remotely and there is no face to face contact with complainants or colleagues although this will be dependent on the latest Government advice and guidance. Communication with complainants and colleagues is predominantly via Microsoft Teams, phone and email and you will need a sympathetic yet objective approach. The ability to work well under pressure, prioritise a varied workload, meet strict deadlines and operate effectively as part of a team are other key skills.

A good knowledge of complaint handling, or previous experience of dealing with people who are dissatisfied or unhappy, would be an advantage. An awareness of the importance of client confidentiality and data protection is important in this role. As is being able to identify possible safeguarding concerns and ensure the necessary referrals or alerts are made.

There has never been a more challenging - or rewarding - time to work for us. We are positive and committed to listening to our residents, using complaints as a learning tool for service improvement. We look forward to receiving your application.

Full time and part time applicants will be considered.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser

Company

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website

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