This Vacancy has closed.
Children's Services Complaints Manager
  • Employer: Wokingham Borough Council
  • Reference: 706665
  • Published: Thu 22/10/2020, 10:30 AM
  • Closing on: Thu 05/11/2020, 23:55 PM
  • Working Pattern: Full Time
  • Hours: 37 hours hours per week
  • Salary: £33,782-£37,890 per annum
  • DBS Check: Enhanced
  • Location: Shute End, Civic Offices, Wokingham, Berkshire

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Children's Services Complaints Manager

We are looking for a Children’s Customer Care & Complaints Manager to join our Quality Assurance and Safeguarding service. The role offers a great opportunity to play a key role in improving outcomes for Children and Families in Wokingham, with a senior leadership team committed to providing staff with support and development.

The ideal candidate will be organised, methodical and analytical in their approach and be able to communicate calmly and effectively with members of the public as well as colleagues across the Directorate.

Applicants must have some experience working in children services or within a customer and complaints environment, working confidently under pressure and to deadlines, and be skilled in interpreting and implementing legislation and guidance.

The role will manage the Children’s Services Complaints and Representation Procedures, ensuring that the Directorate meets its statutory duties in respect of complaints and representations.

Main accountabilities: 

  • To ensure that the Directorate meets its statutory duties in respect of complaints and representations under the Children Acts 1989 and 2004 and responds to complaints in other areas of Children’s services which are outside the children’s statutory complaints process.
  • Provide clear advice on complaint related issues to officers
  • Promote good customer service focussed on helping to resolve complaints effectively, at an early stage and where this is not possible, ensuring timely escalation.
  • To maintain detailed records of complaints and write regular reports which support the Directorate to learn from children and families and support us in our journey of continuous improvement

If you would like information about the role please contact Liz McAuley (Service Manager, Quality Assurance and Safeguarding Team) at

Wokingham Borough Council is based in Wokingham Town Centre, an attractive market town in Berkshire, with excellent road and rail links and is easily accessible from London and Reading. The Borough has good schools and low levels of crime and the town is attractive to families and residents, who enjoy a high quality of life.

To apply, please follow the link to the online application form.

Closing Date: 5th November

Interview Date: w/c 16th November

Wokingham Borough Council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all staff, other workers and volunteers to share this commitment. All successful candidates for this role will be subject to Disclosure & Barring Service (DBS) checks along with other relevant employment checks.

WBC is an equal opportunities employer.