Complaints and Feedback Officer – Children Services – Croydon Council Salary: Grade 8 £38,934 - £40,755 Permanent – 36 hours per week Hybrid working Job Purpose The purpose of this role is to provide a first point of contact for complainants and customers and stakeholders across the Children and Young People Services. The successful candidate will review all complaints and enquiries for the Directorate ensuring these are logged and allocated for a timely response, progress-casing as required to ensure the council and the directorate meet statutory and corporate standards. The post holder will co-ordinate all freedom of information requests and compliments. They will provide guidance, advice and support for staff in resolving complaints at the earliest opportunity and be responsible for responding to FOI requests where information is already available within the public domain. As a member of the Complaints and Feedback Team the post holder will continually review the systems in place to improve the efficiency of the service and ensure that the experience of service users is at the heart of delivery. About You Complaint handling experience (or the ability to clearly demonstrate transferable skills). Experience of working closely with different levels of staff up to an including chief executive level, gaining credibility across all levels. Some understanding of any legislative framework and government guidelines for handling complaints relating to areas such as benefits. Working knowledge of best practice in handling complaints and customer feedback. Up-to-date knowledge of service improvement in other local authorities and changes in legislation that affect key services. Ability to manage and deliver a range of complex projects, tasks and activities. Practical problem solver, with a focus on efficiency, value for money and the effective management of conflicting priorities. Ability to demonstrate resilience when facing contradicting priorities or demanding workloads. Good facilitation skills. Able to process and analyse a broad range of data quickly and effectively. Benefits You will be valued for your skills and expertise, supported by the team of experienced professionals, as well as the management at Croydon Council, one of the largest employers in the borough. We also offer: Highly competitive compensation package 29-31 days (grade equivalent) annual leave in addition to Bank Holidays and option to purchase more A pension scheme with an average employer contribution of 20% Continuing Professional Development – genuine opportunities to grow, develop and specialise in your career Management development programmes Investment into your wellbeing Access to Employee Discount scheme with a range of programmes (Cycle Benefit Scheme, GymFlex, Retail Discounts and more) We promote flexible & hybrid working arrangements where possible to support a healthy work-life balance Redeployment Closing date: 23 February 2025 at 23:59 To view the role profile, please click here Disclaimer Croydon Council is an inclusive employer and welcomes applications from all sections of the community. We will be pleased to consider applications from candidates seeking flexible working arrangements. As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the advertised role. Croydon council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all staff to share this commitment. The Successful candidate will be subject to an Enhanced DBS check which allows them to work with children. Additional Information