Job title: Complaints OfficerLocation: Dudley (Hybrid, 3 days on site)Hourly Rate: 19.81 PAYE or 25.91 UmbrellaDuration: 6 Months Job DescriptionThe Dudley Council''s Children''s Services requires additional short-term capacity to support the effective handling of Stage 1 and Stage 2 complaints. Frontline managers are responsible for operational delivery as well as coordinating and drafting complaint responses, which can create competing demands and contribute to delay or variable response quality. A dedicated complaints officer will provide focused capacity and expertise to improve grip on complaints from receipt to completion, support managers to respond within required timescales, quality-assure responses and ensure that learning is identified and fed back into service improvement. This is a time-limited intervention designed both to improve the experience of children, young people and families using the complaints process and to protect frontline management capacity during a period of wider improvement activity and staffing/capacity challenges. Baseline and in-period performance, including timeliness, aged complaints, escalation and response quality, will be monitored to evidence impact.Key responsibilitiesCoordinate and oversee Stage 1 and Stage 2 Children''s Services complaints from allocation through to closure.Maintain clear oversight of due dates, aged cases and barriers to completion, with timely escalation where responses are at risk of delayWork directly with ..... full job details .....