Complaints Manager (Adults and Childrens)

  • Location
    London, Greater London
  • Salary
    £ 22.05 - £ 28.54 / Hourly
  • Category
    Public Sector - Fraud, Enforcement & Complaints
  • Job type
    Permanent
  • Industry
    Public Sector
  • External Reference
    LBRW5561

Adecco are currently recruiting for a Complaints Manager (Adults and Childrens) for a local authority.



Complaints Manager (Adults and Childrens)


Local Authority


Working from Home


Full time -36 hours per week


Temp role - 3 months (possible extension)


£22.05 per hour PAYE / £28.54 per hour Umbrella


Are you enthusiastic about complaints and value how learning from them can be used to inform the ongoing improvement of services? We are seeking a temporary experienced and motivated Adult and Children's Complaints Manager. This is an exciting opportunity to work with the Statutory and Corporate Complaints Manager to shape and develop the statutory complaints service to make a real difference across this West London local authority.


You will lead the day-to-day operation and management of Adult and Children's complaints procedures and ensure that the Councils have an effective and efficient procedure in place that is compliance with statutory requirements.


This role requires you to have strong team management skills to lead and support the statutory complaints officers. You will be kept busy with an interesting range of work from promoting complaints policies and procedures across the Adults and Childrens Directorates, ensuring information is readily available and meets staff needs whilst encouraging compliance, and ensuring advice and training is provided as required. You will be comfortable liaising and corresponding with Officers and Councillors and all levels of seniority and members of the public.


You will have a sound knowledge of relevant legislation, have strong communication and presentation skills and the ability to manage and prioritise high workloads and meet strict deadlines.


Specific Duties and Responsibilities:



  • To lead on the day-to-day operation and management of Adult and Children's complaints procedures, acting as the Complaints Manager as described in the Children Act 1989



  • To keep the Councils' procedure for dealing with complaints in relation to Adult and Children under review, implementing changes where required to ensure efficient and effective compliance with statutory requirements



  • To promote complaints policies and procedures across the Adults and Children Services, ensuring information is readily available and meets' staff needs whilst encouraging compliance, and to ensure advice and training is provided as required.



  • To ensure information for the public on adult and children statutory complaints procedures is up to date, easy to understand and accessible



  • To provide advice and guidance to Complaints Officers and to quality assure their work on adults and children's complaints cases



  • To take personal responsibility for the management of more complex and sensitive adults' and children's complaints, ensuring timescales are adhered to, quality assuring final draft replies, and ensuring senior officers, including Directors, the Monitoring Officer and Chief Executive are kept informed and involved as necessary in individual cases, briefing them directly where necessary



  • To ensure professional legal advice is commissioned and that an independent investigation takes place where required, for example by appointing and supervising independent investigating officers, Independent Persons and Review Panels when administering stage 2 and 3 Children Act complaints.



  • To identify cases of possible safeguarding concern and work with the Local Children's Safeguarding Board where necessary



  • Working closely with senior officers in Adult and Children Social Services, to design and produce regular reports on statutory adults and children's complaints and to gather and disseminate learning to Adult and Children Social Services and more widely across the organisation as appropriate



  • To work closely with senior officers in Achieving for Children to ensure that the company meets its obligations in respect of complaints management under the contract with the London Borough of Richmond Upon Thames, providing advice and guidance, and reporting on performance to LBRuT's commissioner of children's service



  • To work with the Corporate and LGO Complaints Manager and to support the FOI and Complaints Manager to allocate work across the complaints team, achieving an appropriate caseload for Complaints Officers and ensuring timescales are met



  • To undertake all duties and interactions with employees, partner providers and customer fairly, without unlawful discrimination and with due regard to Equality and Diversity in Employment and Service Delivery Policies



  • To ensure that the services for both Councils are dealt with on an equitable basis to deliver the standards required for each, as agreed annually by the Executives of both Councils











Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.


By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser https://www.adecco.co.uk/candidate-privacy










Please apply with your CV to: Sadie Nunn