Social Care Complaints and Feedback Lead Job at Buckinghamshire Council (Aylesbury)

Job Description

We’re seeking an experienced and values-driven Social Care Complaints and Feedback Lead to play a vital role in ensuring Children’s and Adults’ Social Care complaints are handled fairly and compassionately, and that the learning from feedback is embedded to continuously improve outcomes for Buckinghamshire residents. This is a specialist, influential role where your expertise will help ensure statutory compliance, promote fair and timely resolution, and translate feedback into meaningful service improvement. You’ll be trusted to lead on complex cases, support colleagues, and champion a positive, customer-focused culture.

Job Responsibility

Proactively manage and oversee statutory and corporate social care complaints across all stages, ensuring adherence to statutory, regulatory and corporate policy timescales, escalating risks and issues as required
Support the appointment and contract management of Investigating Officers and Independent Persons, ensuring investigations meet agreed quality standards and statutory timescales
Provide expert guidance and advice to staff and managers on statutory social care complaints and complaints handling best practice
Deliver training and ongoing support to enable early, effective local resolution and improve outcomes at the first point of contact
Produce and contribute to high-quality reports, recommendations and updates for senior leaders, clearly outlining issues, outcomes, risks and learning
Contribute to the development of procedures and guidance, helping to embed a culture that values learning, accountability and continuous improvement

Requirements

Proven experience and in-depth understanding of statutory complaints legislation relating to Children's and Adult's Social Care, and the Local Government and Social Care Ombudsman framework
Excellent communication and influencing skills, with the ability to build trusted relationships at all levels
Strong investigative, analytical and problem-solving abilities, with experience handling complex or escalated cases
Sound professional judgement to assess and manage risk in statutory social care complaints, identifying proportionate mitigation and escalation where required
A collaborative, values-led mindset, with a clear commitment to safeguarding, learning from feedback and improving services
Confidence in engaging with senior leaders, external bodies and members of the public, and the ability to communicate complex or difficult outcomes with empathy and professionalism
Educated to degree level (or equivalent experience)
Comfortable working independently while supporting others to succeed

What we offer

a fair and inclusive culture
the chance to really make a difference to those around you
health and well-being initiatives including an Employee Assistance Programme, Mental Health First Aiders and mindfulness workshops
a unified voice through our Employee Representative Group
ongoing support, and the opportunity to develop and progress in your career with us
opportunities to take part in fun activities such as fundraising and social events
access to a generous Pension Scheme
discounts on various Cafés, restaurants, shops
opportunity to gain membership to Costco
discounted gym memberships
travel discounts with Arriva

Buckinghamshire Council - All Job Offers

Select Country

Social Care Complaints and Feedback Lead

Job Description

Job Responsibility

Requirements

What we offer

Looking for more opportunities?

Social Care Complaints and Feedback Lead

Head of Quality – Complex Homecare Provider

Assistant Director of Nursing

Junior Customer Service Administrator

Clinical Nurse Specialist

Customer Care Specialist

Contact Centre Team Leader

Chief HR Officer / Senior Vice President

Title Assistant

Our AI answers in your language