Children’s Team Manager – Complaints and Access to records

September 3, 2021
£32 - £42 / hour

Job Description

Role: Team Manager

Team: Complaints and Access to Records

Location: Bolton

Rate: £32-42ph umbrella dependent on experience

Contract: 2/3 months with potential to be extended

Main Duties & Responsibilities

1. To ensure the department meets its statutory duties in respect of Local Authority Social Services and NHS Complaints (England) 2009 as outlined under the Children’s Act 1989 and 2004 and other relevant legislation

2. To manage and monitor processes relating to all stages of the Statutory complaints procedure, including to commission independent Investigating Officers where necessary.

3. To advise and support Social Care and other Managers to meet their statutory duties in regard to complaints and representations.

4. To develop efficient procedures for handling complaints and representations and ensure that staff implement the processes correctly.

5. To ensure there is learning and development of colleagues to address and prevent complaint’s across People’s Services.

6. To ensure that People’s services, Children’s Social Care provides good quality, customer focused responses to complaints and representations from service users, carers, families, advocates and the public or other agencies.

7. To work with Peoples Services personnel and partner organisations to resolve complaints where possible and implement effective preventative solutions in future practice.

8. Work with complaints colleagues across the North West and other agencies to learn from and develop good practice.

9. To advise managers and staff about how to respond to Members and MP enquiries, including the correspondence on behalf of the Director in response to complaints.

10. To manage the Access to Records process in line with legal requirements and in line with the most up to date national and local guidance.

11. To manage requests for records in line with Subject Access Records process and procedure.

12. To manage access to records and information requests for professionals (police, court and health) inclusive of checks for consent, identification and implementation of file viewings where needed.

13. To liaise with the named contact person in relation to the Local Government Ombudsman responses.

14. To undertake other duties commensurate to the grade of the post.

15. To comply with all Council’s policy and procedures.

16. To ensure that Financial Reporting is reflective of the St Helens Cares approach towards integration of support and services. To play a lead role in the Integrated Fund.

17. To lead, manage and develop engagement with the market in relation to specific areas such as services for adults and to support the commissioning of services as requested by provision of financial appraisals and advice.

18. To manage the Contracts and Procurement teams and to be responsible for ensuring that services provided are financially efficient, offer high quality service provision and deliver good outcomes for service users.

19. To be responsible for the Customer Finance operation within the Department to ensure that income from charges is maximized and processes remain equitable.

20. To ensure that the Direct Payments service operates effectively and efficiently and supports the wider strategic agenda of St Helens Cares.

21. To be responsible for the delivery of the Departmental Complaints Service and that the Department is compliant in its responsibilities in relation to Access to Records, Freedom of Information and Data Protection requests.

22. To act as the Departmental representative in relation to Estates and to liaise with Corporate Services to ensure that the physical estate for People’s Services staff provides a safe and effective place of work.

23. To act as the Departmental representative in relation to IT development and delivery and to work effectively with Corporate Services and Systems Support

24. To ensure that there is a consistent and proportionate approach to admin support and staff are effectively supported across People Services

You must have:

  • A professional qualification in Social Work and experience of supervising and managing teams.
  • Social Work England registration or Social Care Wales registration for North Wales.
  • Post qualified experience.
  • Enhanced DBS/Update service.
  • References required for the last 5 years of employment.

What’s on offer for the Social Worker?

  • Excellent competitive pay rate
  • Excellent management structure with experienced leaders
  • Desirable location with excellent transport links
  • A stable and well-supported working environment

Benefits of working with

  • Free on-going training opportunities upon registering as part of our commitment to you.
  • Competitive Rates of pay
  • In house payroll, providing weekly payments and support
  • Enhanced DBS completed.
  • Support and expert advice from an approachable, dedicated and friendly team
  • An assigned dedicated & experienced consultant
  • Various employment opportunities in your preferred geographical area
  • Flexible hours to meet your needs, full or part time
  • Recommend a friend bonus scheme
  • “Find your own job” bonus – get £250 for bringing your own position to us *

If you would like to find out more information about this role, or other opportunities please visit to apply or feel free to click the 'Apply' button below or contact the team on 0161 4199285*