Location
City of Westminster, with hybrid working - based in the Borough three days a week, serving the local community across two London boroughs.

Hours
Full Time (hours not specified)

Salary
£40,404 per annum

About the Role
Turn resident feedback into meaningful action and ensure every voice in Adult Social Care is heard. As our Customer Engagement Officer, you will play a central role in driving service improvements across Adult Social Care with genuine council-wide impact. You will listen to residents, turn their feedback into positive change, and ensure services continuously evolve to meet community needs.

Your key responsibilities include managing resident feedback from receipt through to resolution, handling statutory complaints, Member and MP enquiries, Freedom of Information requests, Subject Access Requests, and compliments. You will communicate sensitively with residents and their representatives, offering clarity and practical advice while ensuring all correspondence is handled confidentially, objectively, and within strict statutory timescales.

Beyond case management, you will actively drive service improvement by analysing feedback trends, supporting Ombudsman investigations, and sharing key learnings with operational teams and senior leaders. Collaborating closely with colleagues across social care, quality assurance, and legal services, you will help turn insights into practical recommendations that raise service standards and improve resident outcomes.

This role requires handling complex casework and sensitive resident feedback with care and diligence, navigating tight deadlines and challenging situations to achieve lasting service improvements and opportunities for growth.

This position requires a standard DBS check. Interviews will take place during the week commencing 14/09/26.

Experience
Hands-on experience in customer feedback, complex complaint resolution, or case management within a regulated setting. Strong understanding of social care legislation and statutory complaints procedures, including the Care Act 2014, General Data Protection Regulation, and Freedom of Information rules.

About you
Excellent communicator capable of drafting clear, empathetic, and evidence-based responses under pressure. Able to adapt communication style to suit sensitive situations. Outstanding organisational skills and resilience in fast-paced environments. Collaborative approach to solving complex problems. Acts with integrity and fairness, with a genuine commitment to ensuring resident voices shape and improve services.

Qualifications
Not explicitly stated, but knowledge of relevant legislation and procedures is essential.