Senior Complaints Officer

Purpose

To manage complex corporate (non-statutory) and statutory complaints. You’ll review and draft final-stage responses, assure quality, and drive learning and improvements across services.

Key duties

• Coordinate end-to-end complaint handling and support Ombudsman cases

• Draft/sign off final responses; ensure compliance with policy and timescales

• Analyse performance data and report to managers/DMTs

• Liaise with senior officers on sensitive/high-risk cases

• Provide guidance to services on good practice

About you

• Strong track record handling complaints in local government or similar

• Excellent written/verbal communication and stakeholder management

• Solid grasp of relevant legislation, policies and procedures

• Highly organised; able to manage competing deadlines

• (Desirable) Experience supporting/supervising junior staff

If interested, please submit CV and call Varsha on 02036913890 between 9am to 5pm (Mon to Fri)