Temporary Complaints Officer - Jobshop UK Limited : Job Details

Complaints Officer – Public Services

Location: Bournemouth

Contract: 3 months (may be extended)

£16.35 per hour

About the Role

We are seeking a highly organised and proactive Complaints Officer to join our clients fast-paced Children’s Social Services team. You will play a key role in ensuring that all complaints are received, validated, and registered accurately, in line with the Children’s Act, Ombudsman regulations, and internal policies.

In this public-facing role, you will act as a key point of contact for service users, their families, and carers—providing clear advice, accurate information, and a professional, empathetic service. You will also represent the Complaints Manager and help oversee the effective delivery of the Complaints and Representations Procedure across the service.

Key Responsibilities

• Receive, validate, and register complaints, including those of a complex nature.
• Advise customers and staff on complaints procedures, legislative requirements, and good practice.
• Support the independent investigation process at Stage 2, liaising with internal teams, outside agencies, and the Ombudsman.
• Monitor deadlines, actions, and recommendations at all complaint stages using a case management system.
• Provide statistical reports and analysis on complaints and representations activity.
• Assist in the ongoing development and review of complaints policies, procedures, and public information materials.
• Maintain accurate and secure electronic and hard copy records, ensuring timely archiving and updates.
• Arrange and clerk Complaints Panel meetings, ensuring timescales and legal requirements are met.
• Deliver high-quality administrative support while maintaining confidentiality at all times.

Person Specification

Essential Skills & Experience:

• Significant experience of delivering innovative, high-quality customer care, including complaints handling and managing complex customer service queries.
• Demonstrable understanding of confidentiality, GDPR, and Freedom of Information compliance.
• Excellent interpersonal and communication skills, both written and verbal, with strong literacy skills.
• Ability to quickly establish credibility with service users, carers, senior managers, staff, and partner agencies.
• A creative, problem-solving approach, able to identify key elements of a complaint and aid resolution.
• Skilled in presenting reports and information in a statutory-compliant, clear, and user-friendly manner.
• Ability to set up and maintain effective monitoring systems.
• Exceptional attention to detail, ensuring accurate recording and reporting.
• Able to work autonomously, prioritising varied workloads to meet statutory deadlines, as well as collaboratively within a team.
• Confident in using Microsoft Office applications.
• Able to make informed judgements, promote views confidently, and demonstrate diplomacy, objectivity, and tenacity.
• Caring, patient, and understanding, with a genuine commitment to listening to others and being flexible.
• Resilient, with the ability to relate empathetically to customers who may be distressed or angry.

This is a fantastic opportunity to contribute to improving services for children, young people, and their families. You will be part of a committed team that values fairness, transparency, and continuous improvement.