Complaints Officer

Sandwell Children's Trust rated as a Good Provider.

At Sandwell Children's Trust we strive for excellence to improve the lives of children. Our 'Sandwell Deal', brings together our new improved offering that make Sandwell Children's Trust a great place to work; it also sets out our expectations of you as a member of staff.

What we can offer you:-

• Generous annual leave of up to 31days, plus 5 additional days for long service recognition.
• Your birthday off paid in addition to annual leave entitlement and 8 Bank Holidays, plus a concessionary day at Christmas.
• You will receive a generous local government career average pension scheme with employer contributions of 21.6%.
• We recognise individual loyalty with service awards from 2, 5, 10 and every 5 years onwards.
• Flexible working patterns that suit you and all of our roles have well-defined career progression.

Hours - 37 per week

Hybrid working

Band F SCP 26 - 31 (£37,280 - £41,771 per annum)

The Complaints Officer will support the Complaints Manager in delivering a high-quality, responsive and compliant complaints management service for the Trust. The role will help ensure statutory and corporate complaints, MP and Member enquiries, compliments and wider feedback are managed effectively, while supporting learning, assurance and service improvement across the organisation.

This will include:

• Supporting the Complaints Manager and Customer Feedback Team to ensure statutory and corporate complaints are managed in accordance with relevant statutory requirements, policies and procedures.
• Ensuring MP enquiries, Member enquiries, compliments and general enquiries are handled effectively and in line with agreed Trust processes.
• Supporting operational services to respond to complaints consistently, proportionately and within required timescales.
• Promoting learning from complaints, compliments and feedback to strengthen practice, improve customer experience and support organisational assurance.
• Identifying themes, trends and opportunities for improvement, and working collaboratively with service areas to support continuous improvement.

You will need to demonstrate:

• Education to diploma level, or equivalent relevant experience.
• Experience of engaging, negotiating and consulting with internal and external stakeholders.
• Experience of supporting projects, improvement activity or change within a service environment.
• An understanding of legislative frameworks, governance arrangements and accountability within local government or children's services.
• Strong organisational skills, including the ability to manage competing priorities and meet deadlines.
• Excellent written and verbal communication skills, with the ability to produce clear, accurate and professional correspondence.

Interviews will be held on the 11th & 17th September 2026

So, if you think your future could lie with a 'Good' Team at Sandwell Children's Trust, then we'd love to hear from you.

Sandwell Children's Trust is committed to safeguarding and promoting the welfare of vulnerable groups including children and expects all staff and volunteers to share this commitment. A standard DBS will be required for this role.