Feedback and Complaints Officer - Children's Hearings Scotland

At CHS we recruit, train and support empathetic and committed volunteers across Scotland.

Our 2,200 volunteer Panel Members take part in children’s hearings in their local areas, making decisions with and for infants, children and young people. We also work closely with a network of nine regional teams who support Panel Members in their local communities. This role provides a great opportunity to help children, their families, and the panel community by using feedback to enhance practice.

We are looking for someone with a proven track record in handling feedback and complaints. You must be passionate about resolving issues and making sure deadlines are met, using what we learn from feedback and complaints to improve outcomes for children. You’ll be the main point of contact, either by e-mail, web form or telephone. You’ll have great interpersonal skills, be an excellent communicator and be able to multi-task and prioritise effectively.

You will need to capture the detail of the complaint accurately, establish what outcomes are required and work with our panel community and other partners to establish the facts so that you can respond to the complaint appropriately within the timelines required.

Ideally you will a good understanding of public sector complaints and the requirements of the Scottish Public Services Ombudsman’s Model Complaints Handling Procedure.

Supporting the Complaints Management Officer you will be involved with several exciting projects we are working on, including the continued development of our child friendly feedback and complaints approach, an improved feedback loop and supporting the continued development of relationships with our key partners. CHS has also introduced a new Tribunal Support Model for managing our internal volunteer organisational structure and you’ll be expected to support those changes through the lens of your feedback and complaints role.

You’ll also need a good eye for detail, be comfortable using complaints management systems and be familiar with Office 365 products, including Teams. You’ll be able to produce reports in relation to complaints and have the confidence and skills to engage with our partners and senior leaders. You need excellent analytical skills and the ability to accurately capture data to inform improvements.

Please be aware that occasional travel may be required as a requirement of this role, as well as very occasionally having to work outside CHS’s normal working hours.

Feedback & Complaints at CHS

We are keen to enhance our feedback channels and our primary aim is to resolve most of our complaints at the frontline, without the need for formal investigation. As Feedback and Complaints Officer, you will play a key role in improving processes relating to feedback and complaints management. As well as handling complaints in line with SPSO guidelines we also have a pastoral responsibility for our panel community so it’s important to understand what that means and get the balance just right.

You will have the opportunity to get involved in other projects which will enhance our insight and awareness of the experience of children and young people in hearings as well as from other partners. There will also be opportunity for career development for the right candidate.

Complaints sits within the Practice and Standards Team at CHS and that provides the perfect route for us to take the learning from complaints and feedback and translate that in to practice improvements within children’s hearings, as well as making sure we involve children in improving practice and policy.

Life at CHS

As an organisation that works within the children’s hearings system, we are passionate about making a positive contribution to improving outcomes for Scotland’s infants, children and young people. Our values are at the very heart of what we do every day. By working with us, you’ll be joining a diverse community of colleagues and volunteers.

At CHS we are proud to celebrate difference. We all have different skills, experience and backgrounds and we strive to have a friendly and inclusive culture where you can be yourself.

We offer an excellent benefits package, from health and wellness to finances and family. including: generous annual leave, flexible working and other leave policies, fantastic pension, Employee Assistance Programme, development opportunities and wider employee wellbeing initiatives.

Diversity and Inclusion

CHS is an equal opportunities employer. We encourage diversity and are committed to creating an inclusive environment for all employees. We actively encourage applicants from all protected characteristics and commit to providing any reasonable adjustments required during application and assessment process, and upon joining CHS.

Want to find out more?

For more details and to apply, please download the application pack from the CHS website which includes information about the organisation, full job description and person specification, as well as the application link and instructions. If you wish to apply for this post, please complete the CHS application form via the link in on our website. CVs are not accepted.

If you would like to discuss any working differently requirements or adjustments you may require throughout the recruitment and selection process please contact jobs@CHS.gov.scot

For an informal and confidential discussion on the role, please email jobs@CHS.gov.scot and we will arrange for one of our leadership team to contact you.

Closing Date: Midnight Sunday 18 August 2024

Interviews will be held week commencing 2 September 2024, at Thistle House in Edinburgh

After the closing date, this role profile won’t be available on our website, so please save a copy when you apply.