Contracted Hours: 36

6 Month - Fixed Term Contract / Secondment

We are looking to recruit a Complaints & Feedback Manager on a 6 month Fixed Term Contract / Secondment to cover maternity leave.

This is an exciting time to join Hackney's 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.

You 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

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.

If you want to work in a place where you can represent our values so we achieve the best for our residents, 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: 10 October 2021

Interviews: To be confirmed

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.

The Council has a dedicated employment support service (Hackney Works), which offers Hackney residents guidance in relation to applying for jobs. If you are thinking about applying for a job, please contact the Hackney Works team to find out what support is available [email protected]