Complaints Officer

3 days ago

London, Greater London, United Kingdom Brackenberry Full time £29,014 per year


Job Description:

We are working closely alongside a Local Authority in Camden to assist with the appointment of a Complaints Officer, on a 1-month contract, highly likely to be extended at clients discretion. Please apply with your CV for immediate consideration.

Rate of Pay: £ £29.14 per hour

Summary:

As a Complaints Officer, you will deliver a citizen-focused and efficient complaints handling service, ensuring compliance with statutory and non-statutory policies and guidance. You will work closely with the Local Government and Social Care Ombudsman (LGSCO) and Housing Ombudsman (HO), investigating complaints and supporting continuous improvement across the council.

You will also lead on training, education, and awareness across the council to embed best practice, promote transparency, and facilitate learning from complaints.

Responsibilities:

  • Handle complaints in line with legislation and Ombudsman requirements.
  • Act as an objective investigator for Stage 2 complaints and formal enquiries.
  • Work with senior managers to prepare adjudications under statutory procedures.
  • Promote effective, transparent complaints handling across the council.
  • Deliver training and guidance to staff on complaints processes and legislation.
  • Use case management systems to monitor performance and identify trends.
  • Contribute to service improvement projects and share learning from complaints.

Requirements:

  • Knowledge of UK statutory and non-statutory complaints legislation.
  • Familiarity with LGSCO and Housing Ombudsman good practice.
  • Strong understanding of Data Protection Act 2018 and GDPR.
  • Excellent communication skillsable to explain complex issues in plain English.
  • Skilled in investigation, analysis, and making considered decisions.
  • Ability to train and advise colleagues across different platforms.
  • Experience handling complaints and working independently with minimal supervision.

Please note:

  • You should be available to work immediately or at a short notice.
  • You should have right to work in U.K

Disclaimer: Brackenberry Ltd is acting as an Employment Business in relation to this vacancy. We are committed to equality in the workplace and is an equal opportunity employer. Unless otherwise stated all of our roles are temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary. Incase the role requires an enhanced DBS, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.

#RQ1656412



Required Skills:

Discretion
Legislation
Analysis
Compliance
Protection
Transparency
Enquiries
Investigation
Government
Continuous Improvement
LTD
Education
Business
English
Training
Communication
Management


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