Complaints Manager NEW Bolton Council Posted today Bolton £50,269 to £54,495 Expires on 04/01/2026

Grade, Contract and QualificationGrade: K scp 39 £50,269 to scp 43 £54,495Contract: PermanentEssential qualification: A degree or degree-equivalent qualificationUnfortunately, we are unable to offer sponsorship for this role.Artificial Intelligence (AI)We embrace AI to enhance our operations and to innovate our services. However, we value human talent and are looking for passionate individuals to join our organisation. Please ensure you personally complete your application and read all the instructions carefully to maximise your chances of success.Applications that rely too heavily on AI may be rejected during shortlisting, however we understand that AI may be used as a reasonable adjustment. If using AI to support your application, please give a brief explanation why to help ensure fair selection process.If you have completed the GM Elevate (Leadership Development) Programmeplease indicate this within the ‘About You’ or ‘Supporting Statement’ section of your application.Ask us about flexible working options to fit with your work/life balance - #HappytoTalkFlexibleThe RoleA wonderful opportunity has been created at Bolton Council for a talented individual to take up a new managerial role with a remit cross‑cutting the organisation. As Complaints Manager you will have the customer at the heart of your team’s work, ensuring good and professional responses to individual complaints, meeting regulatory requirements, and helping the Council to transform its services delivered across the borough.You will be based in the Corporate Resources directorate, reporting to the Deputy Director, and leading a new team of five, comprising two Principal Complaints Officers, two Complaints Officers, and a Complaints Support Officer. You will be working closely with officers of all levels, from front‑line staff to Chief Officers, and you will also interact with Members of Parliament and councillors. You will take the lead role in liaising with the Local Government and Social Care Ombudsman, and internally in the Council you will align your team’s work with the Complaints Monitoring Officer (the Borough Solicitor) to ensure proper and appropriate complaints handling. This is an exciting opportunity to ensure fair outcomes for residents, businesses and organisations across the borough of Bolton, and to help the Council continually improve its services.We are looking for someone who genuinely cares about putting the customer first and to run a service that leads to the Council being proactive in pre‑empting issues and helping to improve the quality of service delivery outcomes. The Council has recently launched a new Transformation Strategy, and as Complaints Manager you will have a unique opportunity to inject intelligence generated by your service into Transformation programmes of work, seeing first‑hand the positive change that will occur due to your and your team’s work. You will also lead the Council into adopting the new Local Government and Social Care Ombudsman’s Code, which will help the Council move to the next level in its approach to the handling of complaints and compliments.You will be based in the prestigious Bolton Town Hall, which is easily accessible via local transport, including an excellent rail network and nearby motorway access.The role will involve extensive variety, day‑to‑day, and you will be collaborating with any of the 350 services across the Council The job therefore provides a brilliant chance for future career development and provides a rewarding and meaningful opportunity to help people. This fantastic job will be advertised for a two‑week period, but Bolton Council reserves the right to close the advertising before the end of this period, should any strong applications be received earlier in the process. We encourage candidates to apply at the earliest opportunity.About YouYou will be a strong team manager who has developed career experience involving complaints handling, either in the public or private sectors. You will be innately customer‑focused and want to collaborate across the organisation to achieve the right outcomes for all stakeholders in Bolton Council.You’re likely to be structured in your work, this approach lending itself to robust operational management of the Complaints function. You’ll also be analytical with a skill in problem solving to help your team with complex cases. You will have experience in the full life cycle of the complaint handling process and be good at collaborating with colleagues while remaining impartial to reach fair and fact‑based outcomes.As a manager of a new team, you’ll be keen to foster excellent working relationships and help develop the team for it to be high‑performing, also supporting individual career development for team members.You will have excellent communication skills with a high level of proficiency in written English. The ideal candidate needs to be results‑driven and motivated to developing an organisational culture and ability across the Council to promote appropriate complaints handling. You’ll be raring to support service improvements with an excellent team spirit, tenacity, and focus on deliveryAbout UsThis is your opportunity to join us at an exciting time as we have strong ambitions for the borough.Bolton is a great place to work. We are a welcoming organisation that wants to contribute to a place where people feel active, connected and prosperous. We are passionate about improving the outcomes and experience of Bolton people. We want Bolton to be a vibrant place built on strong cohesive communities, successful businesses and healthy, engaged residents.As an employer we want to thank our employees for their hard work and commitment, by giving them the opportunity to access a range of exclusive rewards and benefits, including discounts and exclusive gym membership prices and salary sacrifice schemes. In addition, we offer a generous annual leave allowance, flexible work opportunities, access to a Pension Scheme, as well as a range of employee wellbeing and support services.Ready to apply? Then please click Apply and upload your anonymised CV and supporting statement discussing your relevant skills and experience and explain how you believe they make you a strong fit for this role.Within Greater Manchester, local authorities have made a commitment to improve the employment opportunities for people with disabilities, care leavers, carers, and ex‑military personnel. Please see greater.jobs for further information before you apply.This post is a designated customer facing role under the fluency duty and requires a specified level of spoken English as per the person specification.This organisation has signed up to the Greater Manchester Continuous Service Commitment. That means we will recognise your continuous or ‘unbroken’ service in any Greater Manchester local authority or NHS organisation that has signed the commitment, Transport for Greater Manchester, Greater Manchester Fire and Rescue Service or Greater Manchester Combined Authority, giving you access to our service‑related benefits. Please see the home page of greater.jobs for more information.For more information about working for Bolton Council, please see greater.jobs; for advice and support with your application, contact recruitment@bolton.gov.uk #J-18808-Ljbffr