Positive Employment is currently recruiting for a Complaints Officer for our client, a local government organisation based in Newbury, West Berkshire. The role sits within the organisation's Children and Education services.

The successful post holder will act as the first point of contact for customers making a complaint or Subject Access Request (SAR), making sure each case is handled promptly and within statutory timescales.

This role is a contract position with an initial contract of 3 months, with the possibility to extend. This role is hybrid working with 2 days per week in the office.

Duties and Responsibilities but not limited to:

• Keep accurate, up-to-date records of all complaints and SARs
• Start the SAR process by requesting ID and any other necessary information
• Acknowledge complaints, advising customers of the route their complaint will take and the timescales involved
• Keep customers informed of the progress of their request or complaint
• Make sure complaints are directed to the right people across the organisation, and arrange meetings for complex multi-team complaints
• Provide information and templates to team managers so contact is managed consistently
• Contact independent people for stage 2 complaints, set up new suppliers and purchase orders, and make sure invoices are paid promptly
• Support the training of teams in best practice for handling complaints
• Provide information to the Local Government and Social Care Ombudsman (LGSCO) for their investigations
• Complete all work within statutory timescales

Personal Requirements:

• A-Level standard of education or equivalent experience, plus 5 GCSEs or equivalent, including Maths and English at grade C or above (degree desirable)
• Previous experience of monitoring contracts and/or quality assurance
• Previous experience of managing relationships with suppliers and customers
• An understanding of complaints processes within Children and Education and the relevant statutory guidance
• Knowledge of the social care or special educational needs sectors
• Basic knowledge of the organisation's constitution and behaviour framework
• Previous experience in the education or social care sector and an understanding of the legislative framework for safeguarding children would be desirable
• An enhanced DBS check is required for this role

Pay: £35.00 per hr

Working Hours: 8:30am - 17:00pm / Monday to Friday

Please note this role is within the scope of IR35, and pay will be via an umbrella company.