PRACTICE LEAD SOCIAL WORKER
| Dyddiad hysbysebu: | 18 Chwefror 2026 |
|---|---|
| Cyflog: | £45,091 i £48,226 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 01 Mawrth 2026 |
| Lleoliad: | HU1 1HP |
| Cwmni: | Hull City Council |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 33529 |
Crynodeb
Practice Lead – Integrated Complaints & Compliments Service About the Role
Please refer to this advert for the specific role of the Practice Lead within the Integrated Complaints & Compliments Service.
We are seeking an experienced, motivated and skilled Practice Lead to be dedicated to working within our Integrated Complaints & Compliments Service. This is a pivotal role that strengthens the quality, consistency, and learning culture across our organisation. As Practice Lead, you will provide senior professional support to the Grade 12 Group Manager and act as a key source of expertise, leadership, and resilience across the complaints function.
You will play a central role in improving service quality across the local authority, ensuring that feedback from children, families, residents, and partners drives practice development and results in better outcomes.
Key Responsibilities
Operational Leadership & Decision-Making
Provide oversight and professional advice for the complaints service staff and the operational services, supporting service continuity and resilience across all stages of the complaint procedure and tasks and functions within each stage of the process.
Quality Assurance & Reporting
Lead the completion and quality assurance of the quarterly Complaints Snapshot Report, ensuring clear accountability and driving service improvement.
Analyse trends, themes and learning from complaints, working jointly with the Social Work Academy and the Learning & Skills Service to deliver practice improvement activity, including targeted audits, “stop the clocks” sessions, and thematic support.
Quality assure investigation reports and adjudication responses for Heads of Service, offering expert consultation.
Quality assurance of files prepared for Independent Complaint Panel Reviews and reports and Director responses to complaints.
Conduct quality assurance of complaint case files before submission to the Local Government and Social Care Ombudsman.
Service Development & Learning
Act as a specialist advisor for complex complaint screenings
Supporting team managers and social workers in driving forward learning from complaints. This may be achieved through team meetings or service meetings.
Support offered by complaints will extend across all Children, Young People and Families services including Learning and Skills and Early Help.
Strengthen the authority’s approach to learning from compliments and complaints, ensuring insights translate into practice improvements. Achieving this through regular quarterly reporting on themes from complaints.
Occasionally completing or participating in bespoke auditing that is linked to complaints with the group manager and working on ensuring the learning informs practice within the social work teams.
Monitor and ensure completion of Stage 2 and 3 complaint action plans, improving timeliness and consistency across teams.
Participate in operational meetings (including Alternate Dispute Resolution) to provide families with an experienced manager from the Complaints Team when cases remain unresolved.
People Management
Provide direct supervision, development and support to two Grade 2 Business Support Officers.
Provides management support and direction of the three Grade 8 Complaint Co Ordinator’s.
Model best practice and foster a culture of continuous learning and improvement within the service.
About You
You will be:
A qualified social worker, registered with the appropriate professional body, with experience working in Social Care, including working alongside SEND, Education, Early Help, and wider multi‑agency contexts.
Experienced, knowledgeable and confident in complaints management, quality assurance and practice development.
Skilled at analysing complex information and communicating findings clearly and translating data into reports.
Good written and verbal communication skills with skills in presenting information.
Able to build strong working relationships with senior leaders, operational managers, and external partners.
Committed to continuous improvement, innovation and service improvement.
Highly organised, with the ability to work independently and manage competing priorities.
Passionate about improving the experiences of children, families and residents through effective learning from feedback.
What We Offer
A supportive, collaborative working environment.
Opportunities for professional development and progression.
A collaborative, values-driven culture where your expertise is valued.
The chance to make a real impact in shaping service quality and improving outcomes across the local authority.
Apply Now
If you are committed to delivering high-quality services and ensuring that the voice of children, young people and their families drive continuous improvement, we want to hear from you.
For an informal discussion about the role, please contact Deborah Witty, CYPFS Complaints Service Manager on 01482 616 049 or Deborah.Witty@hullcc.gov.uk
Please note the attached job description is for the CYPFS generic practice lead role which differs from the specific role and function of this post within the Integrated Complaints Service. Please contact Deborah Witty for a post outline.
Please refer to this advert for the specific role of the Practice Lead within the Integrated Complaints & Compliments Service.
We are seeking an experienced, motivated and skilled Practice Lead to be dedicated to working within our Integrated Complaints & Compliments Service. This is a pivotal role that strengthens the quality, consistency, and learning culture across our organisation. As Practice Lead, you will provide senior professional support to the Grade 12 Group Manager and act as a key source of expertise, leadership, and resilience across the complaints function.
You will play a central role in improving service quality across the local authority, ensuring that feedback from children, families, residents, and partners drives practice development and results in better outcomes.
Key Responsibilities
Operational Leadership & Decision-Making
Provide oversight and professional advice for the complaints service staff and the operational services, supporting service continuity and resilience across all stages of the complaint procedure and tasks and functions within each stage of the process.
Quality Assurance & Reporting
Lead the completion and quality assurance of the quarterly Complaints Snapshot Report, ensuring clear accountability and driving service improvement.
Analyse trends, themes and learning from complaints, working jointly with the Social Work Academy and the Learning & Skills Service to deliver practice improvement activity, including targeted audits, “stop the clocks” sessions, and thematic support.
Quality assure investigation reports and adjudication responses for Heads of Service, offering expert consultation.
Quality assurance of files prepared for Independent Complaint Panel Reviews and reports and Director responses to complaints.
Conduct quality assurance of complaint case files before submission to the Local Government and Social Care Ombudsman.
Service Development & Learning
Act as a specialist advisor for complex complaint screenings
Supporting team managers and social workers in driving forward learning from complaints. This may be achieved through team meetings or service meetings.
Support offered by complaints will extend across all Children, Young People and Families services including Learning and Skills and Early Help.
Strengthen the authority’s approach to learning from compliments and complaints, ensuring insights translate into practice improvements. Achieving this through regular quarterly reporting on themes from complaints.
Occasionally completing or participating in bespoke auditing that is linked to complaints with the group manager and working on ensuring the learning informs practice within the social work teams.
Monitor and ensure completion of Stage 2 and 3 complaint action plans, improving timeliness and consistency across teams.
Participate in operational meetings (including Alternate Dispute Resolution) to provide families with an experienced manager from the Complaints Team when cases remain unresolved.
People Management
Provide direct supervision, development and support to two Grade 2 Business Support Officers.
Provides management support and direction of the three Grade 8 Complaint Co Ordinator’s.
Model best practice and foster a culture of continuous learning and improvement within the service.
About You
You will be:
A qualified social worker, registered with the appropriate professional body, with experience working in Social Care, including working alongside SEND, Education, Early Help, and wider multi‑agency contexts.
Experienced, knowledgeable and confident in complaints management, quality assurance and practice development.
Skilled at analysing complex information and communicating findings clearly and translating data into reports.
Good written and verbal communication skills with skills in presenting information.
Able to build strong working relationships with senior leaders, operational managers, and external partners.
Committed to continuous improvement, innovation and service improvement.
Highly organised, with the ability to work independently and manage competing priorities.
Passionate about improving the experiences of children, families and residents through effective learning from feedback.
What We Offer
A supportive, collaborative working environment.
Opportunities for professional development and progression.
A collaborative, values-driven culture where your expertise is valued.
The chance to make a real impact in shaping service quality and improving outcomes across the local authority.
Apply Now
If you are committed to delivering high-quality services and ensuring that the voice of children, young people and their families drive continuous improvement, we want to hear from you.
For an informal discussion about the role, please contact Deborah Witty, CYPFS Complaints Service Manager on 01482 616 049 or Deborah.Witty@hullcc.gov.uk
Please note the attached job description is for the CYPFS generic practice lead role which differs from the specific role and function of this post within the Integrated Complaints Service. Please contact Deborah Witty for a post outline.
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