We’re looking for a Feedback and Complaints Manager to work across our Integrated Adults and Social Care Services and Children’s Social Care.
Interested?
We believe in putting people at the heart of everything we do and making Gateshead a place where everyone thrives. We want it to be a great borough, with vibrant communities where businesses can grow, residents feel supported, and they are able to live fulfilled lives.
If you care about "doing the right thing" and want a role where you’re recognized for your work, given the opportunity to thrive, and can be the best version of yourself, then keep reading — you might be just what we’re looking for!
About the role
Gateshead Council is seeking a highly motivated and experienced Feedback and Complaints Manager to join our Service Development Service. You will oversee the statutory complaints processes for both Integrated Adults and Social Care Services and Children’s Social Care.
Reporting to the Service Manager for Development and Improvement, you will lead and manage a small team that handles customer feedback, complaints, and other service inquiries, ensuring compliance with statutes and regulations, and that all customers receive high-quality, timely responses.
As the key Link Officer for the LGSCO, you will need to stay updated on relevant policies and legislative changes. A good working knowledge of complaints procedures and statutory complaint legislation is essential.
A significant part of your role will involve sharing insights from compliments and complaints to help improve future service delivery.
At Gateshead Council, we value our employees and encourage innovative thinking, doing the right thing, and making a difference.
Why join us?
We offer a competitive salary of £48,226 to £51,356, a generous pension scheme, health and wellbeing support, discounted leisure memberships, a cycle-to-work scheme, and more.
You will enjoy 28 days of annual leave, increasing to 30 days after five years, with options to purchase extra leave. We support flexible working arrangements, including hybrid work, and provide extensive development opportunities.
Our Adult Social Care team offers various career progression paths, with colleagues noting the supportive environment and opportunities for growth.
How to apply
We look forward to your application! Please review the full job profile via this link and ensure you meet the essential criteria. For an informal discussion about the role, contact Paul Jackson at pauljackson@gateshead.gov.uk.
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