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Complaints Officer

2 months ago

London, Greater London, United Kingdom Richmond and Wandsworth Council Full time
Complaints Officer Job Description

We are seeking a skilled Complaints Officer to join our Complaints Team at Richmond and Wandsworth Council. The successful candidate will be responsible for handling Statutory, Corporate, and Ombudsman complaints across both boroughs.

Key Responsibilities:
  • Manage a caseload of complex complaints from residents and service users, providing excellent interpersonal skills and communication.
  • Provide advice and support to colleagues in all service areas regarding our complaints procedures.
  • Review and quality assure responses to complaints, ensuring compliance with statutory and corporate procedures.
  • Record, monitor, and report on the progress of complaints, promoting a positive culture of learning from complaints.
  • Assess the most appropriate complaints process for individual cases, presenting reasoned options to the Statutory Complaints Manager.
Requirements:
  • A good knowledge and experience of complaint handling in a local government/health setting, particularly within the Adult and Children's Statutory remit.
  • An awareness of the importance of client confidentiality and data protection.
  • An awareness of the Equalities Act 2010 and the importance of providing an accessible and inclusive complaints service.

We are committed to promoting equality and diversity, and we welcome applications from candidates with diverse backgrounds and experiences. We offer a range of benefits, including flexible working and a generous pension plan.