Advice and Complaint Lead – Waverley Court

Job Description

Advice and Complaint Lead

Waverley Court

Hours: 36 per week

Salary: £47,639 – £56,392

Role Overview

To provide professional and management support and be accountable for handling all adult social work complaints and enquiries received by the Advice and Complaints Service across Edinburgh Health and Social Care Partnership (EHSCP). Ensure that the service meets the required standards to investigate complaints appropriately, acknowledge and respond to them within statutory timescales.

Key Responsibilities

• First point of contact for all adult social work complaints, ensuring complaints are triaged, directed to the correct service area, and investigated and responded to within timescales.
• Work closely with colleagues across social work services in EHSCP and across the CEC to support the complaint function.
• Maintain high standards of service and comply with statutory requirements.

Qualifications & Experience

• Experience in a customer facing position, preferably within a health and social care environment.
• Experience in complaint management.

Commitment to Equality & Diversity

We are committed to a diverse and inclusive workforce where everyone feels valued and able to be their best. We particularly encourage applications from women for senior roles, as well as people from minority ethnic backgrounds, people with disabilities or neurodivergent people, care experienced people, carers and LGBT+ people across all levels of the organisation. All applicants will be considered fairly based on skills and experience. Disabled and care experienced applicants who meet the minimum job criteria will be guaranteed an interview.

Find out more about our commitment to equalities

Interview Process

We seek the best people to contribute to a positive organisational culture. Interview assessments will include how candidates demonstrate Our Behaviours of Respect, Integrity and Flexibility in their work.

You can find out more on Our Behaviours web page Our Behaviours – The City of Edinburgh Council

Salary

Our salary range typically reflects the initial starting salary and increases annually until it reaches the top of the range.