Complaints Officer

Salary range: Grade 9 £42,060- £43,680 p.a. plus fantastic benefits
Contract: Fixed Term /Internal Secondment
Hours of work: 36 hours per week
Location: Croydon

Please note there are 3 x positions available

1 x Fixed Term Contract/Internal Secondment 12 months 

2 x Internal secondments 6 months 

Are you passionate about delivering outstanding customer service, resolving complex issues, and driving service improvement? We are looking for a highly motivated and skilled Complaint Resolution Officer (Corporate) to join our Complaints Team on a 12-month fixed term contract (for external candidates) or a 12 month secondment (for internal candidates). This is an exciting opportunity to play a key role in ensuring that residents' concerns are investigated fairly, thoroughly and compassionately, while helping services learn from complaints and improve outcomes across the organisation.

As a Complaint Resolution Officer, you will lead on the investigation and management of complex Stage 2 complaints across a wide range of council services. You will also support the management of Housing Ombudsman and Local Government & Social Care Ombudsman enquiries, ensuring responses are robust, timely and compliant with complaint handling requirements. You will work closely with senior managers, service teams and external partners to:

• Manage and coordinate complex complaint investigations from start to finish.
• Analyse evidence, identify findings and make recommendations for resolution and service improvement.
• Draft high-quality responses on behalf of senior leaders and directors.
• Coordinate responses to Ombudsman enquiries and decisions.
• Provide professional advice and guidance on complaint handling best practice.
• Deliver training and coaching to colleagues across the organisation.
• Promote a strong culture of learning from complaints and customer feedback.
• Support continuous improvement of complaint processes, reporting and performance.

We are looking for someone who can confidently manage sensitive and complex cases while maintaining a strong customer focus. You will have:

• Experience of complaint handling or demonstrable transferable investigative skills.
• Knowledge of complaint handling best practice and customer feedback management.
• Experience of working with stakeholders at all levels, including senior managers.
• Experience of dealing with members of the public in challenging or sensitive situations.
• An understanding of relevant legislation, regulatory frameworks, or the ability to quickly acquire this knowledge.

Essential Skills:

• Excellent written communication skills with the ability to explain complex matters clearly and concisely.
• Strong verbal communication and presentation skills.
• Excellent judgement and decision-making abilities.
• Strong analytical skills and the ability to review and interpret complex information.
• Ability to influence, challenge constructively and build effective working relationships.
• Excellent organisational skills and the ability to manage competing priorities.
• A resilient, proactive and solution-focused approach.
• A commitment to delivering high-quality customer outcomes.

If you have a passion for fairness, excellent customer service and driving positive change, we'd love to hear from you.