Location: Local authority based in Hounslow
Hourly rate: £21.41 PAYE/ £28.48 Umbrella
Contract Length: 3-month temporary contract (possibility of extension)
Working Pattern: Monday- Friday, 8.45am- 5pm (36 hours per week)
Working Arrangements: Hybrid model: 2 days in Hounslow House office, 3 days working remotely
ASAP Start
Job Purpose
As a Customer Relations Officer, you will play a critical role in managing and coordinating statutory complaints, with a strong focus on Social Care complaints (Adult and/or Children's Services). You will ensure complaints are handled in line with legislation, Ombudsman expectations, and internal policies, delivering fair, transparent, and timely outcomes for residents.
This role is central to ensuring the Council meets its statutory obligations, learns from complaints, and continuously improves services.
Key Responsibilities
Social Care Statutory Complaints (Core Focus)
Lead the coordination, tracking, and resolution of Social Care statutory complaints, ensuring compliance with legislative frameworks and statutory timescales.
Apply knowledge of the Local Authority Social Services and National Health Service Complaints Regulations and relevant Children's statutory complaint procedures.
Liaise with Investigating Officers, Independent Persons, and service managers to ensure robust, evidence-based complaint investigations.
Ensure responses meet regulatory standards and Ombudsman Complaint Handling Code requirements.
Identify risks, systemic issues, and learning from Social Care complaints and escalate where appropriate.Complaints & Customer Relations Management
Manage a caseload of complex corporate and statutory complaints, including escalations and multi-stage investigations.
Draft high-quality, clear, and empathetic responses on behalf of senior officers.
Act as a key point of contact for complainants, MPs, Members, and internal stakeholders.
Handle sensitive and high-risk cases with professionalism, diplomacy, and confidentiality.Information Requests & Governance
Support the management of FOI, EIR, and GDPR requests, ensuring statutory deadlines are met.
Maintain accurate records and case management data.
Ensure compliance with data protection and information governance requirements.Performance, Insight & Improvement
Analyse complaint trends, particularly in Social Care, to identify recurring themes and service risks.
Produce reports and management information for senior leadership.
Work with services to embed learning and improve service delivery.Stakeholder Engagement
Build strong relationships with Social Care teams, senior managers, and external stakeholders.
Provide expert advice on complaints handling and statutory processes.
Support and mentor colleagues to improve complaint handling standards.
About You
We are particularly keen to hear from candidates who have:
Proven experience handling Social Care statutory complaints (Adult or Children's Services essential)
Strong understanding of statutory complaint regulations and Ombudsman requirements
Experience managing complex, sensitive, and high-risk cases
Excellent written skills, with the ability to draft detailed investigation responses
Confidence working with senior stakeholders, including MPs and senior managers
Strong organisational skills with the ability to manage competing deadlines
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Salary description
£21.41 - £28.48 per hour