Complaints Manager

Complaints Manager

PO3 £44,862 rising in annual increments to £48,068 pa incl. LW

Secondment / Fixed Term (Maternity Cover - 9 Months)

Hybrid Working / Full Time

This is an exciting secondment or fixed term opportunity (maternity cover) to join the Quality Assurance Service in Lambeth as a Complaints Manager for Children Social Care as part of our improvement journey.  Lambeth are seeking a highly talented and ambitious Complaints Manager to join us on our journey to excellence. 

This will be an opportunity for you to influence and inform our practice standards to ensure it aligns with the One Lambeth Approach. We have the highest ambitions for our children every single day and a child first approach.  We are focusing on putting children and families at the heart of everything and this could be your opportunity to influence and advocate for positive safe outcomes for children, young people and families.  

About the role
The post holder will  be responsible for managing complaints, Ombudsman enquiries, Member enquiries, Freedom of Information requests and subject access requests to the required quality and in line with Children's Social Care statutory requirements.  You will also be responsible for ensuring that the service meets Children's Social Care statutory duties with regard to customer complaints, representations and services provided.

We are looking for a candidate who is excited by the challenge to change and will proactively get involved in ensuring the right decisions are made and focus on resolutions for dealing with, recording and monitoring customer representations and complaints.

As part of joining our team you will be able to further develop your leadership skills and use your experience and knowledge to provide the right challenge to ensure that the right decisions are being made for children and best practice is being followed.  Your communication and written skills will be exemplary. You will be able to work independently, and consideration can be given to flexible/part-time working arrangements.

About the Borough
Located in the heart of South London, Lambeth Borough is a vibrant community. Stretching from the dynamic neighbourhood of Streatham in the South to the iconic landmarks of Waterloo in the North, we are proud to be the 9th largest borough in London. Our diversity is our strength, with more than 130 languages spoken, making Lambeth the home of the Windrush generation, London's largest LGBTQ+ community, and a thriving Portuguese-speaking community.

With exceptional schools, lush green spaces including Brockwell Park, cultural gems like the Black Cultural Archives, and world-renowned institutions such as St Thomas's Hospital, Lambeth offers an enriching and dynamic environment.  The Civic Centre is just a short walk from the main underground and train station.  

Our Offer to you: 
•   Fantastic, modern working environment in the award-winning Lambeth Town Hall and Civic Centre buildings
•   Competitive Salaries
•   Up to 35 days annual leave, dependent upon continuous service
•   5 Minutes from London Underground and excellent transport links into the centre of London
•   Hybrid/Flexible working
•   Cycle to Work Scheme (including City Bike Hire scheme)
•   Attractive Local Government Pension Scheme
•   A permanent Senior Leadership Team in QA
•   Manageable caseloads that enable connection with families

If you have any questions or queries around the Complaints Manager role, please contact Nina Sio-Lokam, Service Manager Practice Evaluation, Audits and Complaints – nsio-lokam@lambeth.gov.uk

Successful candidates will be asked to apply for a Standard Certificate from the Disclosure and Barring Service (DBS). Further information about the DBS can be found at www.homeoffice.gov.uk/agencies-public-bodies/dbs
Please note we operate an anonymised application process.

You will also be required to undertake a Cifas check.  Further information about Cifas can be found here Cifas

Please note we operate an anonymised application process. If you are uploading your CV or a personal statement, please remove your personal details and replace these with your unique candidate application number.

Interested, click on the apply button and complete an on-line application, explicitly evidencing in the supporting statement field how you meet the shortlist criteria marked with an ‘A’.

Job Description and Specification

Closing Date: Sunday 25th February 2024 at midnight

Lambeth aims for quality services and equal opportunities for all and is committed to safer recruitment.