Complaints Officer

Complaints Officer Local Authority | Mid Wales (County-Wide) A large local authority in Mid Wales is seeking an experienced Complaints Officer to support the statutory management and delivery of complaints, representations, compliments and comments across social services. This is a key role ensuring compliance with Welsh Government guidance, supporting service improvement, and embedding learning from complaints into operational practice. Assignment Details Contract Length: 10 months (ongoing assignment) Pay Rate: £22.84 per hour (Umbrella) Hours: 37 hours per weekThe Role Reporting into senior management, the Complaints Officer will lead on the effective coordination, investigation, monitoring and reporting of statutory complaints across children's and adult social services. The post holder will ensure complaints are handled fairly, transparently and in line with legislative requirements, while promoting learning, service improvement and excellent customer experience. Key Responsibilities Ensure compliance with statutory complaints regulations and Welsh Government guidance Manage and coordinate complaints, representations, compliments and comments Provide independent advice and guidance to managers on complaint handling Draft high-level responses and maintain regular communication with complainants Monitor complaint trends, themes and outcomes, producing qualitative and statistical reports Facilitate learning from complaints and contribute to action and improvement plans Design and deliver complaints-handling training to operational staff Liaise with external bodies, independent investigators and partner organisations Maintain strict confidentiality and data protection complianceSkills, Knowledge & Experience Essential: Recent experience within a local authority, council or housing association Proven experience handling formal complaints within social services or housing Strong knowledge of relevant legislation, including social care and complaints frameworks Excellent written and verbal communication skills Ability to manage sensitive and complex cases with professionalism and tactDesirable: Knowledge of Welsh social services legislation Experience commissioning or working with independent investigators Welsh language skillsAdditional Information Enhanced DBS required Ability to travel across the county Flexible working approach required📩 Apply today for a confidential discussion about this opportunity. Linsco is acting as an Employment Business in relation to this vacancy