Complaints Manager

Posted 9th Feb, 2024
£44,862 – £48,068
Working arrangements
Contract type
Fixed term
Closing date
25th Feb, 2024
About the role

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 you

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.

About Lambeth

Lambeth – a borough with social and climate justice at its heart. By harnessing the power and pride of our people and partnerships, we will proactively tackle inequalities so that children and young people can have the best start in life and so everyone can feel safe and thrive in a place of opportunity.”

Lambeth 2030 (Borough Plan)

Hear from some of our children and young people on why think Lambeth is the best place to grow up and live!

In Lambeth, we offer our social workers:

  • Hybrid and flexible working arrangements

  • Competitive packages for roles

  • Manageable caseloads – at April 2023 the average Social Worker caseload by service area: Child Protection (13), Court (13), Children Looked After (11)

  • 27 days annual leave (rising to 32 days after 5 years continuous service and 35 days after 10 years continuous service)

  • Flexi-leave and TOIL available to staff

  • Work in one of the best-connected boroughs in London, with travel links that can quickly get you all around London, the South-East and beyond

  • A modern working environment in the Lambeth Civic Centre, recently redesigned optimising the space for post-pandemic flexible working

  • Training and development opportunities tailored around our practice framework

  • A clear career progression pathway into Advanced Practitioner and social work management positions

  • Reflective Practice Groups

  • Local Government Pension Scheme, Cyclescheme and interest free travel loan

  • Investment in learning and development and career pathways as part of the new Lambeth Social Care Academy

  • Smart technology including tablet device rollout for practitioners and hybrid video conferencing in the office