We are looking for a complaints manager to oversee and co-ordinate complaints, compliments and comments within children and young people’s services.

WHAT IS INVOLVED?

The successful applicant will ensure that complaints relating to children and young people’s services are handled in line with the Council’s statutory procedures.

You will monitor and facilitate the progression of complaint resolution in individual cases and ensure that responses and action are proportionate to the issues. The role involves working in close collaboration with a range of partners across children and young people’s services and more widely.

You will manage all stages of the response to complaints regarding children and young people’s services to ensure that statutory and organisational requirements are met, that complaints are investigated with appropriate thoroughness and impartiality, and that all complainants receive a full and timely response.

You will be the expert adviser about national complaints policy and legislation and about best practice in handling complaints. You will play a key role in developing and maintaining the service’s policy and procedures for the management of children and young people’s services complaints.

We encourage you to contact Nicola Brown via email atnicola.brown4@durham.gov.ukto arrange an informal discussion about the role.

WHAT WILL I NEED?

• You will hold a degree or equivalent qualification or experience in a relevant subject and have experience of conciliation and mediation.
• You will have excellent written and verbal communication skills including report writing and have a good knowledge and understanding of social care legislative frameworks.

• Competitive salaries and 27 days holiday per year rising to 32 days after five years continuous local government service.
• Option to purchase up to 10 additional days annual leave per year.
• Excellent work/life balance through schemes including job sharing, compressed hours and flexi-time (allowing up to 13 flexi days per year).
• Hybrid working (home and office working).
• Excellent contributory career average Local Government Pension Scheme (LGPS). Plus, top up options - Salary Sacrifice Shared Cost AVC scheme and standard AVC scheme for members of the LGPS.
• Wellbeing Portal and access to an Employee Assist Scheme.
• Wide range of learning and development opportunities including professional qualifications, coaching and mentoring.
• Employee Benefits Portal and Lifestyle Savings Scheme (discounts across a host of major retailers).
• Discounted DCC gym membership.
• Staff networks run by staff for our staff, including Race Equality and Diversity, Disability, LGBT+, Armed Forces, Carers, Menopause.
• Trade Union membership.
• A range of other salary sacrifice schemes such as car leasing.Rewards and benefits are subject to individual terms and conditions.

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