Complaints and Feedback Manager – Children and Families Service

Job details

Salary

GBP £49,581 to £50,559 49581

Grade

PO6

Department

Children & Education

Service

Children & Families Service

DBS Required

Yes

Contract Type

Fixed Term / Secondment - Full Time

Closing date

14/04/2021

Maternity Cover 

Secondment / Fixed Term Contract for 9 months (with the possibility to extend) 

 

This is an exciting time to join Hackney Children and Families Service and the recently remodelled Quality Assurance and Improvement Team. The Quality Assurance and Improvement Team is made up of four hubs: Quality Assurance; Workforce & Practice Development; Complaints & Feedback; and Project & Service Improvement. The Complaints & Feedback Manager will lead the Complaints & Feedback Hub. 

The Quality Assurance and Improvement Team is part of the Safeguarding and Quality Assurance Service in Hackney Children and Families Service. The service’s vision and mission statement is focused on improving outcomes for children and we are looking for someone who wants to be part of this important work. 

As a key leader within the team you will take lead responsibility for ensuring that all Children Act complaints, corporate complaints and Local Government and Social Care Ombudsman (LGSCO) enquiries in the Children and Families Service are responded to speedily, professionally and in line with legislative requirements. You will have lead responsibility in developing and implementing an effective and flexible programme to regularly gather feedback from children, young people and families that the Children and Families Service works with to understand the effectiveness of services provided and to support services to continuously improve. You will also be responsible for analysing learning from complaints and feedback, contributing to the quality assurance framework in Hackney Children and Families Service and to sharing this learning with leaders and practitioners to inform strategy and service improvements to provide the highest quality support to our children and families. 

We are looking for a high performing professional committed to working effectively to bring about positive change for children and families. 

The successful candidate will have: 

– Strong communication, leadership, and organisational skills

– A detailed understanding of the framework within which the Children and Families Service operates, including legislation, regulations, Government guidance and requirements of professional bodies.

– A well developed understanding of the complaints procedure for children’s social care and effective processes for responding to complaints

– A well developed understanding of good practice in consultation 

– The ability to produce and present complex information

– The ability to make decisions and to influence senior colleagues

If you share our values and are ready to be part of our exciting journey please click on the apply button below.

The recruitment process is anonymous. Therefore, we do not accept supporting statements or CVs.

When applying, there will be a number of questions relating to the post on the application form. It is essential that you complete the application questions, responding to each using examples of your skills, knowledge and experience. 

This application process replaces a supporting statement.

Closing date for applications: 14 April 2021

Interview date: To be advised 

We are also working towards our vision, which is to be a place for everyone; where residents and staff can be proud; a place that celebrates diversity and where everyone can feel valued, included and involved. In order to achieve this, we look for people who are: Proud; Ambitious; Pioneering; Open; Proactive; Inclusive.

Hackney Council works to eradicate discrimination on the basis of race, religion, gender, gender identity, sexual orientation, disability, pregnancy and maternity, age and marital status. We also recognise that people can be disadvantaged by their social and economic circumstances, so we will also work to eliminate discrimination and disadvantage caused by social class. We also welcome those interested in flexible working. We particularly welcome applications from disabled people, as this group is currently under represented in our workforce.