Customer Complaints Officer

Job Title: Complaints and Customer Relationship Officer (Grade 7)
Location: London Borough of Sutton
Contract Type: Agency Worker (Temporary Contract)
Working Hours: Full-time, 36 hours per week (Monday - Friday, 09:00 - 17:00)
Hourly Rate: £25.00 per hour (Inside IR35)
Start Date: 26 May 2025
End Date: 31 August 2025
IR35 Status: Inside IR35
Closing Date for Applications: Monday, 19 May 2025 at 12:00 noon

The London Borough of Sutton is seeking a Complaints and Customer Relationship Officer to support the Environment, Housing and Neighbourhoods team. This key role focuses on handling customer complaints, responding to Member enquiries, and managing Freedom of Information (FOI) requests.

You'll play a crucial part in ensuring that the council maintains high standards of accountability, transparency, and customer care, while also identifying opportunities for service improvement and supporting customer consultation initiatives.

• Investigate and respond to complaints, FOI requests, and Member enquiries in a timely and professional manner

• Collaborate with internal teams to gather information and draft accurate, comprehensive responses

• Maintain up-to-date records of all cases using internal systems

• Identify service issues and contribute to recommendations for improvements

• Support and help facilitate customer consultation activities

• Provide high-quality administrative support related to complaints handling and reporting

• Excellent communication skills, both written and verbal

• Experience in managing complaints and FOI responses, ideally in a public sector setting

• Understanding of FOI legislation and data protection responsibilities

• Strong organisational skills with the ability to manage competing deadlines

• Proficiency in Microsoft Office and relevant CRM or case management systems

• Experience in local government or a similar environment

• Background in customer engagement or service improvement projects