Complaints Manager (Children’s Services)
Duration: 3 months
Start date: ASAP
Pay: £42.84 / hour
Work arrangement: Hybrid working (minimum three days per week office‑based)
Your Role as Complaints Manager
- Lead the end‑to‑end complaints framework, including complaints, representations, FOI, SARs and legal claims
- Manage and develop a high‑performing specialist team handling complex and sensitive cases
- Oversee Stage 2 investigations, independent investigators and persons to ensure robust, impartial outcomes
- Act as a trusted adviser to senior leaders, including on cases with disciplinary or legal implications
- Drive learning, improvement and risk management through insight, trend analysis and clear reporting
Qualifications and Experience
- Proven leadership of high‑volume, complex complaints services within a statutory setting
- Strong working knowledge of complaints legislation, information governance and statutory timescales
- Experience coordinating investigations and supporting Investigating Officers and independent reviewers
- Confidence liaising with legal services, insurers, Ombudsman and external bodies
- A track record of turning feedback into measurable service improvement
Benefits include a supportive, forward‑thinking environment, access to training and development, flexible working policies and technology that enables agile working.
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