Job Introduction
Working for the Bradford Children and Families Trust offers the opportunity to work with some great people who are passionate about delivering change in a city whose culture offers as much diversity as it’s geography. You can make a real difference to families and children and be an active part in delivering the service Bradford families should receive.
We are fully committed to equal opportunities and we welcome applications from all backgrounds.
About the Role
- The Customer Care Team is currently leading on investigating complaints, record compliments and handle general enquiries made by the public and any professionals who work with our children and families.
- Customer Care Officers act as a point of contact for Trust officers in all complaint related matters, providing advice and guidance and practical interpretation of Trust policy and legislation relating to both informal and formal complaint resolution.
- Customer Care Officers also investigate complaints that escalates to stage 2 of the complaints procedure.
- This is an exciting time to join the Customer Care Team as we grow, adapt, and reset our service following a recent audit exercise.
Our strategic vision and values
Our approach is rooted in restorative and relational practice, fostering trust, mutual respect, and meaningful relationships with children, families, and professionals.
You’ll also:
- To deal with, and where appropriate, carry out investigations into complex complaints, that can be highly confidential and/or sensitive and could involve investigating and /or gathering evidence from multiple sources.
- To provide advice, as appropriate, to both internal and external stakeholders on behalf of the Customer Service Team.
- Support the induction of new members of staff on systems and procedures within the Customer Care team.
- Assist and advise staff Trust on the definition of complaints including what constitutes a complaint and also guide and advise on the different complaint handling processes.
- To assist in communicating relevant information, guidance, training and best practice pertaining to complaint handling to staff across the Trust.
- To assist in reviewing and maintaining the Trust’ s Complaint Handling policies, procedures and guidance.
- To undertake additional/alternative activities as required to meet Service and Trust needs
To be successful in this role you will need:
- Know and understand how to use, interpret, handle and communicate information both face to face and by telephone.
- Know how to deal with confidential and sensitive information.
- Strong Problem Solving abilities.
- Exceptional interpersonal skills.
- Ability to follow instructions in a structures way, plan and arrange own workload and to make routine day to day decisions which are not always within set systems.
- Ability to work as a part of a team, maintaining a close working relationship with other colleagues, agencies, organisations and members of the public.
- 2 A levels in a related subject or more than 3 years experience of working in an administration/ governance environment.
You’ll also be joining an organisation that truly values its people, offering a range of benefits designed to support your wellbeing, growth, and work-life balance, including:
- Generous annual leave - 31 days rising to 34 with service, plus bank holidays
- Excellent Local Government pension
- Family-friendly policies and enhanced parental leave
- Health & wellbeing support, including Occupational Health and counselling
- Professional development and career progression opportunities
- we are a National Living Wage employer
For full details of our benefits, please see the attached ‘Our Benefits’ brochure.
Bradford Children and Families Trust is committed to safeguarding and promoting the welfare of children and young people and expects all employees to share this commitment.
If shortlisted, you will be required to disclose relevant information regarding criminal history prior to interview.
A Disclosure and Barring Service (DBS) check including a check against the Children’s barred list, will be carried out on preferred candidates.
To arrange an informal discussion, please contact Irina Arcas at irina.arcas@bradfordcft.org.uk
Closing Date: 22nd March 2026
Interviews: 15th April 2026
