Complaints Officer (Member Enquires)

Salary range:  Grade 7  £38,256 - £39,276 p.a. plus fantastic benefits
Contract: Permanent
Hours of work: 36 hours per week
Location: Croydon

Are you looking for an opportunity to make a direct impact on how residents' concerns and enquiries are managed across the Council? The Complaints Service plays a key role in supporting elected Members, improving customer experience, and promoting accountability and continuous improvement across services. Working closely with Councillors, MPs, senior managers and service teams, the service helps ensure enquiries are handled effectively, lessons are learned, and high standards of customer service are maintained.

As a Members Enquiry Support Officer, you will support the management of Members' enquiries across the organisation, ensuring they are processed in a timely, accurate and effective manner. You will assist elected Members with the use of the online enquiry management system, monitor and follow up overdue enquiries, maintain accurate records, analyse trends and work with services to identify opportunities for improvement. The role also includes designing and delivering training, supporting system improvements, providing advice and guidance to officers, and promoting best practice in enquiry management to improve outcomes for residents and stakeholders.

We are looking for someone with experience of handling Members' enquiries or demonstrable transferable experience in a customer-focused environment. You will have strong written and verbal communication skills, excellent organisational abilities and the capacity to manage competing priorities effectively. The successful candidate will be able to analyse information, identify service improvements, build productive relationships with colleagues at all levels and deliver training and development activities. Knowledge of enquiry handling best practice, service improvement and customer experience principles will be essential, together with a commitment to delivering high-quality services and continuous improvement.