Are you a detail-oriented professional with a strong background in statutory complaints handling and data compliance?
Tranquille Care is seeking an organized and analytical Complaints Officer to play a pivotal role supporting our Children's Services directorate. Working as part of a dedicated team, you will act as the frontline expert handling corporate and statutory complaints, Freedom of Information (FOI) requests, Data Protection duties, and Member/MP Enquiries.
If you possess a thorough understanding of statutory frameworks (such as the Children Act 1989 and GDPR) and pride yourself on protecting organizational reputation through meticulous, fair investigations, we want to hear from you.
Purpose of the Job
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Responsible for dealing effectively with the corporate complaints, school complaints, statutory social care complaints, Ombudsman and Information Co
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Work as part of a team delivering high quality services across the remit of the service having lead responsibility for one or two of the following areas as designated by the Head of Service i.e. (i) Complaints (ii) Freedom of Information; (iii) Data Protection (iv) Members Enquiries.
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Develop and maintain good relations with service areas and partner agencies.
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Maintain a good working knowledge of the legislation, policies and protocols relevant to the work of the service e.g. Information governance and complaints procedures relevant to Children's Services.
- Provide an excellent and professional standard of service to all stakeholders, including provision of advice and guidance.
Main Responsibilities
General
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To act as the first point of contact for all aspects of complaints, Ombudsman and Information Commissioners Office enquiries, Freedom of Information and Data Protection Act enquiries, and Members Enquiries.
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To provide expert advice and support on legislation and statutory guidance on Complaints, Individual Rights (DPA 2018/GDPR) and Freedom of Information including the drafting of legal exemptions in response to requests from staff and managers and as directed by the Team Manager / Head of Complaints, Information Governance and DMT Support.
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To champion and promote effective complaints and information handling / management across the Directorate and ensure an excellent service to both internal and external customers.
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To be fully conversant with the legislation, government guidance and best practice related to the management of complaints, Freedom of Information and Data Protection Act enquiries within Children's Services and to interpret and apply this appropriately, ensuring the correct procedures are applied to ensure regulatory compliance, minimise further challenge and protect against reputational damage to the Council.
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To ensure professional legal advice is commissioned where appropriate and to employ innovative and creative solutions in order to respond to complex requests and issues in absence of established guidelines and procedures.
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To be responsible for the allocation and checking of work for temporary and newly recruited staff, including apprentices, and provide coaching and support in order to develop their skills and knowledge in relation to the role.
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As directed and on a short-term basis, to act as deputy to the Team Manager in their absence.
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To provide support and advice to investigating officers and independent persons and panel members for stage 2 & 3 (respectively) for statutory Children Act complaint investigations.
Complaints
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To be responsible for effectively managing and dealing with all children's statutory (Children Act 1989), Children's Services and Councils complaints effectively and within the current legal framework and guidance.
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To ensure that complaints are properly logged, assigned to the relevant procedure, and tracked for compliance with timescales at all stages of the complaint procedures.
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To undertake thorough and detailed investigations of complaints about Children's Services.
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To mediate and work with staff and managers to bring about an early resolution of complaints, liaising with other services as necessary.
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To research background details to complaints and conduct interviews with members of the public, council officers and other stakeholders.
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To review responses to complaints and conduct quality assurance checks on the standards of complaints, casework and correspondence handled by staff and managers across the Directorate
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To prepare responses to complaints and conduct quality assurance checks on the standards of complaints casework and correspondence handled by staff and managers across the Directorate
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To monitor and ensure follow up action required and ensure customers are kept up to date with progress and are aware of the options if they are dissatisfied with the agreed actions to resolve a complaint.
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To undertake analysis and provide insights to the topics of complaints received and produce reports which identify trends and learning, making recommendations for service improvement.
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To research, investigate and draft responses to the Local Government Ombudsman and Information Commissioners Office enquiries.
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To facilitate resolution meetings between professionals and service users, contributing to prompt and a positive resolution of complaints.
By submitting your details to Tranquille Care LTD, you consent to Tranquille Care LTD reviewing and processing your details for the purpose of recruitment related activities. You also consent to sharing the same information expressly for this purpose. Additionally, you authoriseTranquille Care LTD to consider you for opportunities beyond the scope of the advertised position.
