Senior Complaints Manager

Job Title: Senior Complaints Manager
Location: Birchmere Business Centre, The Royal Borough of Greenwich
Contract Type: Temporary (Agency Worker)
Pay Rate: £25 per hour
Hours: 35 hours per week (Monday to Friday, 9:00 AM - 5:00 PM)
Start Date: 23rd June 2025
End Date: 23rd November 2025
IR35 Status: Undetermined

Overview:
We are seeking a highly experienced and proactive Senior Complaints Manager to join the Repairs and Investment (R&I) Services team at The Royal Borough of Greenwich. This key role will ensure that complaints, Members' Enquiries, Freedom of Information (FOI) requests, and other correspondence are handled efficiently and in line with corporate policy and service targets.

Key Responsibilities:

• Ensure all complaints across the Repairs and Investment Services are managed effectively and resolved within policy deadlines.

• Provide expert advice and guidance to staff, supervisors, and senior management on best practices for resolving complaints and related enquiries.

• Support and, where necessary, lead the investigation of complex complaints, critically analysing evidence, legislation, and policy.

• Collaborate with the Customer Experience Manager to ensure investigation outcomes are communicated appropriately and sensitively to complainants or their representatives.

• Supervise the Complaints Team in the absence of the Customer Experience Manager, maintaining a high-quality, responsive service.

• Contribute to service improvements by identifying trends and recommending corrective actions.

About You:

• Significant experience in complaints management, ideally within local government or public sector services.

• Strong analytical and problem-solving skills with the ability to interpret legislation and policy effectively.

• Excellent communication and interpersonal skills, able to liaise confidently with stakeholders at all levels.

• Proven ability to manage sensitive information with discretion and professionalism.

• Experience supervising or managing a small team is desirable.