[Hiring] Complaints Reviewer @Public Sector Resourcing

Role Description

Manage and review enquiries and complaints for the final ombudsman-style stage of a new standardised process for complaints about how safeguarding concerns have been handled by Church of England bodies. Handle enquiries and complaints in a fair, independent and timely manner, helping to deliver a high-quality complaints handling service and improve organisational learning.

The Church of England’s Safeguarding Structures Reform Programme is delivering a programme to strengthen safeguarding and rebuild trust. The Programme will roll out a standardised process across Church of England bodies for complaints about how safeguarding matters have been handled. Where matters cannot be resolved locally, they can be referred to an independent complaints body to review and make a final determination.

The Complaints Reviewer is responsible for reviewing complaints and enquiries, carrying out investigations, gathering and assessing evidence, and making recommendations to the Independent Complaints Adjudicator. The role supports effective, transparent and empathetic complaint handling while contributing to service improvement and stakeholder confidence.

The postholder will work closely with the Independent Complaints Adjudicator, colleagues and external stakeholders, balancing casework delivery with continuous improvement and the promotion of best practice in complaints handling. The Complaints Reviewer may be delegated additional responsibilities by the Independent Complaints Adjudicator as relevant.

Responsibilities

• Managing a caseload of enquiries and complaints and ensuring that they are progressed in a timely manner.
• Planning and conducting investigations, including gathering evidence, analysing information and seeking specialist advice where required.
• Supporting the handling of subject access requests and other information rights enquiries relating to complaints and case records, including identifying, reviewing and providing relevant information in accordance with legal and organisational requirements.
• Communicating effectively with complainants and stakeholders, managing expectations and providing clear written decisions and recommendations.
• Maintaining accurate case records and using case management systems effectively.
• Contributing to service improvement and best practice.
• Supporting outreach activities and stakeholder engagement.
• Building constructive working relationships.
• Contributing to organisational objectives and policy development where appropriate.

Qualifications

• Complaint handling, investigation or casework experience.
• Strong analytical and evidence-assessment skills.
• Excellent written and oral communication and report writing abilities.
• Sound judgement, impartiality and discretion.
• Strong organisational and prioritisation skills.
• Experience using case management systems.
• Stakeholder engagement and relationship management skills.
• Commitment to continuous improvement, equality and inclusion.

Requirements

• Experience supporting complaint handling, investigations, regulatory, safeguarding or ombudsman services.
• Understanding of complaint handling principles and customer service standards.
• Experience of applying trauma-informed principles in practice.
• Experience working in a public sector, charity, regulatory or ecclesiastical environment.

Benefits

• Starting Salary: £44,139
• Working Hours: 35
• Contract Type: Permanent
• Location: Remote (UK Wide)