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Complex Case Complaints Officer

Please Note: The application deadline for this job has now passed.

Role Responsibility

An opportunity has arisen in the Children’s Complaints and Customer Care Team for a complex case officer to join our busy team.

The office base for the team is Kroner House, Ashford, but flexible working options are available in terms of hours and location, including working from home. There is an expectation you will be able to attend team days in the office on a regular basis. 

You will join an experienced Complaints and Customer Care Team and be responsible for receiving feedback and facilitating responses for customers of the Children, Young People and Education directorate. The role will enable you to work closely and collaboratively with stakeholders from across the Directorate to provide quality responses within statutory timescales, as well as fulfilling requests for information from the Local Government and Social Care Ombudsman.  

We are looking for someone who has experience or knowledge of a broad range of policy and service issues across Integrated Children’s Services and SEND.

If you are an excellent communicator, have exceptional attention to detail, and can support staff to write robust and comprehensive responses to complaints, then we want to hear from you.

This post is subject to a Basic Disclosure Application to the Disclosure and Barring Service.

This post is considered by KCC to be a customer-facing position. The Council therefore has a statutory duty under Part 7 of the Immigration Act (2016) to ensure that post holders have a command of spoken English/Welsh sufficient for the effective performance of the job requirements. The appropriate standards are set out in the Job Description/Person Specification.


Contact Details

To have an informal discussion in confidence about the role please contact:

Claire Thomson, Children’s Complaints and Customer Care Manager

03000 423376 or by email 

About the Company

Work that works for you and us - let’s talk flexibility!


KCC is committed to building a workforce which reflects the diversity of the county’s working residents, encouraging applications from people of all ages, abilities, genders, sexual orientations, ethnic backgrounds, faiths and those with caring responsibilities, and aspires to create an inclusive workplace where everyone can be themselves at work.


Please note – if you are interested, please apply as soon as possible as the closing date for this advert may be earlier than stated should a number of suitably qualified candidates apply.

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