COMPLAINTS & ENGAGEMENT OFFICER

About The Service

An opportunity is available to join the Complaints, Complements and Engagement Team within Adults Services, on a maternity cover basis – available until July 2027. Adult Services supports citizens across Cardiff to live well by providing access to care, support and advice services, working closely with teams across the Adults, Housing and Communities Directorate.

About the job

This role focuses on engagement, feedback and complaints support within Adult Services. Working with colleagues, managers and external partners, the postholder will support effective complaints handling, develop feedback opportunities and provide administrative and performance support to the management team.

Key responsibilities include:

• Preparing timely correspondence to complaints from members of the public, Councillors and the Public Services Ombudsman for Wales, supporting senior management with administration tasks and recording of complaints and correspondence on the corporate complaints system.
• Supporting engagement activity through interactions with citizens, completing short surveys and providing feedback to appropriate teams
• Supporting quality assurance activity, including meeting preparation, minute‑taking and contributing to QA checks across Adult Services
• Organising and minuting meetings, including those of a sensitive nature, in line with confidentiality requirements
• Assisting with quarterly and annual performance and complaints reporting

What We Are Looking For From You

You will have knowledge of legislation relating to Social Services and complaints handling in Wales, alongside strong written and verbal communication skills. You will be confident speaking to people on the phone and have experience using Microsoft Office applications, particularly Outlook, Word and Excel.

Experience of working with members of the public, vulnerable adults and/or complaints handling is desirable. You will be able to manage your workload effectively, work to deadlines and pay close attention to detail.

You will be supported by an experienced team within Adult Services who will provide guidance and support throughout the placement.

The ability to speak other languages, in particular Welsh, and Community Languages would be an advantage.

Additional information

This post is temporary until 27th June 2027.

Internal candidates who wish to apply for this position on a secondment basis must obtain approval prior to application using Form SEC1 (4.C.081). Requests may only be approved by the relevant Director/ Assistant Director/ Chief Officer or senior nominated officer graded no lower than OM2 or in the case of schools-based staff the Headteacher / Governing Body.

This post is part time and will work 25 hours per week.

This post is subject to a standard Disclosure and Barring Service (DBS) check and is suitable for post share.

Safeguarding and Child Protection are key priorities for the Council. We aim to support children and vulnerable adults to ensure they are as safe as they can possibly be. Our services and schools are committed to ensuring the safety and protection of all children and vulnerable adults, and will take action to safeguard their well-being, and acknowledge that children and vulnerable adults have a right to protection. This is supported in the general ethos of the Council and all schools.

The interview process for this role will be conducted face to face or otherwise on a virtual basis using an appropriate online platform. The hiring manager will advise on the format of the interview as part of the recruitment process. If you have any concerns about your ability to take part in a virtual interview process or would like to have an informal chat about this role please contact Kate deBoeck at