Customer Relations Officer (Social Care)

Job Title: Customer Relations Officer (Social Care) Location: Local authority based in Hounslow Hourly rate: 21.41 PAYE/ 28.48 Umbrella Contract Length: 3-month temporary contract (possibility of extension) Working Pattern: Monday- Friday, 8.45am- 5pm (36 hours per week) Working Arrangements: Hybrid model: 2 days in Hounslow House office, 3 days working remotely ASAP Start Job PurposeAs a Customer Relations Officer, you will play a critical role in managing and coordinating statutory complaints, with a strong focus on Social Care complaints (Adult and/or Children''s Services). You will ensure complaints are handled in line with legislation, Ombudsman expectations, and internal policies, delivering fair, transparent, and timely outcomes for residents.This role is central to ensuring the Council meets its statutory obligations, learns from complaints, and continuously improves services. Key ResponsibilitiesSocial Care Statutory Complaints (Core Focus)Lead the coordination, tracking, and resolution of Social Care statutory complaints, ensuring compliance with legislative frameworks and statutory timescales.Apply knowledge of the Local Authority Social Services and National Health Service Complaints Regulations and relevant Children''s statutory complaint procedures.Liaise with Investigating Officers, Independent Persons, and service managers to ensure robust, evidence-based complaint investigations.Ensure responses meet regulatory standards and Ombudsman Complaint Handling ..... full job details .....