Customer Feedback and Resolution Manager

Job description

37 hours per week

Are you an experienced professional with a passion for improving services, ensuring people's voices are heard and delivering positive outcomes through effective complaint resolution? If so, the role of Customer Feedback and Resolution Manager provides an exciting opportunity to lead and manage the Social Services complaints process across the Social Services and Wellbeing Directorate.

As the statutory designated Social Services Complaints Manager, you will oversee the co-ordination and resolution of complaints, compliments and representations, ensuring compliance with Welsh Government guidance, statutory timescales and regulatory requirements. You will work closely with senior managers, elected members and external partners to promote early resolution, support service improvement and ensure high standards of customer care across the Directorate.

You will play a key role in analysing complaints and compliments information, identifying trends, themes and learning opportunities to drive continuous improvement. Through the provision of performance reports, quality assurance, training and specialist advice, you will support the Directorate to improve outcomes for the people who use our services and ensure their experiences help shape future service delivery.

The role carries responsibility for ensuring compliance with key legislation and guidance, including the Social Services Complaints Procedure (Wales) Regulations 2014, the Representations Procedure (Wales) Regulations 2014 and Social Services and Well-being (Wales) Act 2014, and relevant safeguarding and data protection requirements. You will also act as the Directorate's lead contact with the Public Services Ombudsman for Wales for Social Services and oversee independent complaint investigations where required.

We are looking for an individual with excellent communication and problem solving skills, experience of managing sensitive and complex issues and the ability to work effectively with a wide range of stakeholders. You will bring a strong understanding of social care legislation, performance improvement and complaint management, together with the ability to lead, support and develop others.

For further information on the role, please contact Sarah Tripp, Improvement & Performance Manager, at [email protected]

Protecting children, young people or adults at risk is a core responsibility of all council employees.

The council's Hybrid Working Policy applies to this post. This provides a framework for establishing how you will undertake working hours between your home and the office.

Under the provisions of the Local Government and Housing Act 1989 this post is designated as politically restricted.

Closing Date: 28 October 2026

Shortlisting Date: 3 November 2026

Interview Date: 11 November 2026

Benefits to working at Bridgend County Borough Council

Job Description & Person Specification