Complaints Officer - Social Care

Belmont Recruitment are currently seeking an experienced Complaints Investigation Officer to work with Wirral Council on a temporary basis. This is a full-time role working 36 hours per week. This role is home working. The purpose of the post is to develop and operate the Social Care department’s complaints procedures to ensure that outcomes of complaints form a basis for performance measurement and service development. Main Duties: * To be responsible for processing, monitoring and investigating as appropriate all complaints registered under the department’s complaints procedures. * To be responsible as required for dealing with political and other enquiries and referrals on behalf of the director of social services. * To undertake disciplinary investigations as required. * To liaise with Social Services Managers regarding disciplinary issues arising from complaints. * To provide information and advice to staff throughout the department on the operation of the complaints procedures and to assist staff training as and when required. * To be responsible for defined areas of service development in relation to quality assurance as required by the Head of Branch, working across agencies in partnership with key stakeholders and service users to improve and modernise services. * To provide written reports including the conclusions and recommendations of all investigations, advising on changes to policies, procedures and training as necessary. * To provide quarterly reports to Branch and departmental management teams on patterns trends and outcomes of complaints. * To attend Complaints Review Panels, to provide information and clarification for the panel members. * To provide feedback on professional issues which arise from complaints to inform management information, identifying the evaluating trends and patterns. * To develop and maintain a system to monitor the promptness of responses to enquiries and referrals from elected members and MP’s on behalf of the Director of Adult Social Services. Requirements: Previous experience of working in a Complaints role, ideally within Social Care at a Local Authority Experience of dealing with FOI requests If this role is of interest to you, please apply with your updated CV or contact Chloe at Belmont Recruitment