Complaints Officer

Company : Civic Recruitment Limited

Job Type : Full Time

Braintree, United Kingdom

Job Description - Complaints Officer

6-month contract role with a local authority

Summary

This 6-month contract role with a local authority is designed to lead and coordinate the effective management of complaints related to the Council's Waste and Recycling Collection Service. As a Complaints Officer, you will be responsible for investigating and responding to customer complaints, ensuring that issues are resolved promptly, professionally, and within agreed timescales. This role requires close collaboration with operational teams, gathering and analysing information, supporting vulnerable customers, and identifying opportunities for continuous service improvement through effective complaint monitoring and reporting.

Responsibilities

Investigate, manage, and resolve Stage 1 complaints related to Operations, Waste, and Recycling services within agreed service standards and timescales.

Gather, review, and analyse information from relevant departments to ensure accurate, comprehensive, and timely complaint responses.

Liaise with Waste Operations, Waste Minimisation and Sustainability teams, managers, and other stakeholders to obtain relevant evidence and information.

Ensure all issues raised by complainants are addressed in line with Council policies, procedures, legislation, and best practice guidelines.

Maintain accurate records of complaints, investigations, correspondence, outcomes, and supporting documentation on the Council's complaint management systems.

Requirements:

Essential Experience Required:
- Experience handling customer complaints, investigations, or customer resolutions within a busy customer-focused environment.
- Experience delivering excellent customer service to diverse customer groups, including vulnerable individuals.
- Experience communicating effectively through multiple channels, including telephone, email, and written correspondence.

Essential Qualifications Required:
- GCSE Grade C/4 or above (or equivalent) in English and Mathematics.
- Evidence of continuous professional development relevant to customer service, complaints handling, or administration.

Additional Information

Working hours: 37 hours per week.

Due to the nature of this role, the successful candidate will be required to work on-site, 5 days per week.

We work on a bi-weekly schedule.

The role closes on 27th July 2026, apply ASAP.

Original job Complaints Officer posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.

Share Job

Get your Resume Reviewed for Free

Similar Complaints Officer Jobs in the UK

Get your Resume Reviewed for Free

Email address

Why are you reporting this job?

I think it’s a discriminatory or offensive

I think it’s fraudulent or a scam

I think it’s trying to sell something unrelated to the job / it’s asking for money

I think it contains incorrect or broken information

Other

All Job Ads are subject to GrabJobs’s Terms of Service. We allow users to flag postings that may be in violation of those terms. Job Ads may also be flagged by GrabJobs moderation team. However, no moderation system is perfect, and flagging a posting does not ensure that it will be removed.

Setup your job alert:

Frequency

By activating job alerts, I agree to GrabJobs Terms & Privacy Policy. I can unsubscribe to job alerts anytime. Skip