Complaint Handler - Local Authority

Complaints Handler

Job Type: Full-time, Interim Location: Sheffield / Hybrid Pay: £15.56 per hour PAYE Hours: 37 hours per week

A fantastic opportunity has arisen for a Complaints Handler to join a busy Children’s Services team. This role would suit someone with strong investigation, communication and organisational skills who can manage sensitive complaints with professionalism and care. Following initial training in Sheffield city centre, the Complaints Handler will work mostly from home with occasional site visits required.

The successful Complaints Handler will support the effective management of complaints relating to Children’s Social Care, helping to ensure concerns are handled within statutory timescales and that service improvements are identified where possible.

Day-to-day of the role

• Manage complaints from receipt through to resolution within Children’s Social Care services
• Coordinate statutory complaints processes across Stage 1, Stage 2 and Stage 3
• Liaise with managers, social workers, partner agencies and complainants to gather relevant information
• Review complex case details, identify key issues and support balanced outcomes
• Draft clear, professional correspondence, reports and complaint responses
• Monitor deadlines and ensure compliance with statutory requirements
• Maintain accurate case records and complaint management information
• Identify trends, themes and learning points to support service improvement
• Provide guidance to managers on complaint handling and effective resolution

Required Skills & Qualifications

• Previous experience in complaints handling, investigations, case management or customer resolution
• Experience working with sensitive and confidential information
• Strong written skills, with the ability to produce detailed reports and correspondence
• Excellent verbal communication and stakeholder management skills
• Ability to analyse complex information and reach fair, balanced conclusions
• Strong organisational skills with the ability to manage competing priorities and deadlines
• Good problem-solving ability and excellent attention to detail
• Competent Microsoft Office skills
• Experience within local government, Children’s Social Care or safeguarding settings would be advantageous
• Knowledge of the statutory Children’s Social Care complaints process would be beneficial

Benefits

• Opportunity to make a genuine difference within Children’s Services
• Varied and rewarding workload
• Hybrid working arrangement following initial training
• Chance to work alongside experienced professionals
• Opportunity to develop specialist knowledge in complaint investigation and resolution
• Supportive and collaborative working environment

How to apply

To apply for this Complaints Handler opportunity, please submit your CV and a cover letter outlining your relevant experience and suitability for the role.