Talent.com
Civic Recruitment Limited
Senior Complaints OfficerCivic Recruitment Limited • London, England, UK
Senior Complaints Officer

Senior Complaints Officer

Civic Recruitment Limited • London, England, UK
30+ days ago
Job type
  • Full-time
  • Temporary
Job description

3 Month Contract With A Local Authority


Job Purpose

To deliver and oversee a council-wide complaints service ensuring compliance with corporate policies statutory complaint procedures and regulatory requirements. The role is responsible for managing complex complaints supporting service improvements through complaint analysis providing expert guidance to stakeholders and working with senior leaders regulators and partner organisations to improve customer outcomes and organisational performance.




Key Responsibilities

  • Manage and investigate complex corporate and statutory complaints ensuring fair timely and legally compliant outcomes.
  • Provide expert advice and guidance to council officers elected members and stakeholders on complaints legislation policies procedures and best practice.
  • Act as a key liaison with external regulators including the Local Government & Social Care Ombudsman (LGSCO) Housing Ombudsman and other relevant bodies.
  • Support the development implementation and continuous improvement of complaints processes policies systems and performance frameworks.
  • Analyse complaints data customer feedback Ombudsman decisions and service performance information to identify trends risks and improvement opportunities.
  • Produce high-quality reports briefings and recommendations for senior managers elected members and leadership teams.
  • Deliver training guidance and awareness sessions to improve complaint handling standards across the organisation.
  • Build and maintain effective relationships with directorates partner organisations contractors and stakeholders to promote service improvement and compliance.
  • Lead or support audits inspections quality assurance reviews and compliance activities relating to complaint handling.
  • Develop action plans and monitor implementation of service improvements arising from complaint investigations and customer feedback.
  • Support benchmarking activities and identify best practice from other local authorities regulators and industry standards.
  • Deputise for the Complaints Manager when required providing leadership guidance and operational support.
  • Contribute to wider Information Governance Complaints and Members Enquiries functions as required.


Requirements

  • Significant experience managing complex corporate and statutory complaints within a local authority public sector housing or similarly regulated environment.
  • Strong knowledge of complaints legislation Ombudsman processes and complaint handling frameworks including Adult Social Care Childrens Social Care and Housing complaints procedures.
  • Experience conducting investigations analysing evidence and producing detailed reports and recommendations.
  • Proven ability to influence advise and challenge senior stakeholders to achieve service improvements and regulatory compliance.
  • Experience analysing performance data identifying trends and implementing continuous improvement initiatives.
  • Excellent written and verbal communication skills with the ability to present complex information clearly and professionally.
  • Experience delivering training guidance or support to managers and operational teams.
  • Strong stakeholder management and relationship-building skills.
  • Understanding of local government operations governance and political environments.
  • Knowledge of Freedom of Information (FOI) Data Protection GDPR and related legislation is desirable.
  • Proficiency in complaint management systems case management software and Microsoft Office applications.
  • Ability to manage competing priorities and work effectively in a fast-paced environment.


Additional Information

Location: London Borough of Tower Hamlets

Hours: 35 hours per week

Pay: Bi-weekly payments available




Employment Type : Full Time
Experience: years
Vacancy: 1
Create a job alert for this search

Senior Complaints Officer • London, England, UK

Similar jobs

Senior Placements Officer

Essential EmploymentHighgate, England, GB
Full-time

Senior Placements Officer needed in Birmingham.This is a temporary role and the rate is £22.The reference number is: OR108727.The successful candidate will provide confident, day‑to‑day duty manage... Show more

 • Promoted

Appeals & Compliance Specialist — Hybrid Role in Urban Mobility

Hozah LtdGreater London, England, GB
Full-time

Hozah Ltd is seeking an Appeals and Compliance Support Specialist in London.The role offers a £26,500 annual salary with a hybrid work pattern (2 days in the office, 3 days work-from-home).You will... Show more

 • Promoted

Complaints Officer - Housing (Temp: London) - £22 - £31 An Hour

Pertemps LondonCity Of Westminster, United Kingdom Of Great Britain And Northern Ireland, UK
Full-time

Manages customer complaints in the housing sector, ensuring timely resolutions and service improvements. Show more

 • Promoted

Completions Officer

Brooke Harrison RecruitmentGreater London, England, GB
Full-time

London City fully office Office based.We are a fast-growing specialist lender delivering flexible, efficient finance solutions across.Our mission is to provide quick, effortless funding with a pers... Show more

 • Promoted

Senior SEND Assessment and Review Officer Tribunals and Compliance

Royal Borough of GreenwichGreater London, England, GB
Full-time

Senior Assessment & Review Officer.We are looking for an individual that is able to manage a team of Assessment & Review Officers within the Tribunal & Compliance Team, ensuring that children, youn... Show more

 • Promoted

Senior Partnerships Officer

HowdenGreater London, England, GB
Permanent

An exciting opportunity has arisen for a Senior Partnerships Officer to join the expanding Howden Foundation team, working under the direct supervision of the Partnerships Director.With key buildin... Show more

 • Promoted

Probation Services Officer — Flexible UK Role

MynLondon, England, GB
Full-time

A recruitment platform is seeking dedicated Probation Services Officers for permanent roles in London, focusing on rehabilitation and community support.The ideal candidates will engage with offende... Show more

 • Promoted

Senior Complaint Handler (Defined Benefit Pension Complaints)

Legal & GeneralGreater London, England, GB
Part-time +1

Legal & General (L&G) is a leading UK financial services group and major global investor.We’ve been safeguarding people’s financial futures since 1836, and strive to build a better society, while i... Show more

 • Promoted

Head of Complaints

LendableGreater London, England, GB
Full-time

Lendable is on a mission to build the world's best technology to help people get credit and save money.We’re building one of the world’s leading fintech companies and are off to a strong start:.One... Show more

 • Promoted

Senior Resident Involvement Officer

East End HomesGreater London, England, GB
Full-time +1

Senior Resident Involvement Officer (12-Month FTC).FTC 12 Month Contract - Full-Time (35 hours per week).East End Homes is a community-led and locally based housing association in the London Boroug... Show more

 • Promoted

Senior Advocacy Officer

Big Brother WatchGreater London, England, GB
Full-time

Job title: Senior Advocacy Officer.We are seeking an exceptional advocate with a policy, legal or related digital rights campaigning background to work with us furthering privacy and civil libertie... Show more

 • Promoted

Senior Complaints Officer - £31 An Hour

Spencer Clarke GroupBarnsbury, United Kingdom Of Great Britain And Northern Ireland, UK
Full-time

Manage statutory and non-statutory complaints, investigate issues, and ensure timely responses. Show more

 • Promoted

Complaints Officer - £14 An Hour

Daniel Owen Ltd.London, United Kingdom Of Great Britain And Northern Ireland, UK
Full-time

Daniel Owen are proud to be representing a well-known company based in the.Manage and resolve customer complaints ensuring timely and fair outcomes.Act as the main point of contact between customer... Show more

 • Promoted

Correspondence and Appeals Officer

Aatom RecruitmentGreater London, England, GB
Temporary

Working on behalf of a Local Authority, Aatom Recruitment has a new opportunity for a.Correspondence and Appeals Officer.Hybrid working with 1 to 2 days per week in the offices.Driving License pref... Show more

 • Promoted

Hearings Officer

The Health and Care Professions CouncilGreater London, England, GB
Full-time +2

Permanent and Fixed Term, Full Time, Monday to Friday (9am to 5pm).Hybrid with regular travel to external hearing venues across the UK as required.Employee Assistance Programme, and employee reward... Show more

 • Promoted

Payments Compliance Officer (Contract)

twenty84Greater London, England, GB
Full-time

Hybrid London-based (can be remote, with occasional London travel).We’re supporting a payments business with an urgent short-term requirement to clear a compliance backlog.This is a hands‑on contra... Show more

 • Promoted

Senior Conduct & Compliance Oversight Officer (12 month FTC)

Starling BankLondon, England, GB
Temporary

Senior Conduct & Compliance Oversight Officer (12 month FTC).Starling is a fully licensed UK bank that combines the culture of a fast-moving tech company with a focus on fair, easy-to-use services.... Show more

 • Promoted

Complaints Officer - Up To £27,000 A Year

HydeWest End Of London, United Kingdom Of Great Britain And Northern Ireland, UK
Full-time

Manages customer complaints, ensures timely resolutions, and drives service improvements.Delivers exceptional customer service and builds strong relationships. Show more

 • Promoted

Senior Compliance Officer - Up To £75,000 A Year

Zenith BankBethnal Green, United Kingdom Of Great Britain And Northern Ireland, UK
Full-time

The Senior Compliance Officer will manage regulatory compliance, provide advice, and monitor policies to ensure the bank operates within a strong compliance culture. Show more

 • Promoted

Senior Recruitment Consultant

Unicare Complex Care Specialist LtdCroydon, ENG, GB
Full-time +1

Health & Social Care | Complex Care | Clinical Recruitment.Basic + Uncapped Commission + Performance Bonus.Join One of the South's Fastest Growing Complex Care Providers.Unicare Complex Car... Show more