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Complaints and Compliments Officer

2 weeks ago

Halifax, Calderdale, United Kingdom Calderdale Metropolitan Borough Council Full time £24,000 - £35,000 per year
Job description
Post Ref: CC621

Please note: Internal at risk or redeployee applicants will be seen in the first instance.

Are you organised, empathetic, and passionate about using feedback to make services better? We're looking for a Complaints and Compliments Officer to join our Customer Access Team and help us make a real difference to how Calderdale Council learns from and responds to its customers.

This is a great opportunity to step into a varied, rewarding role where every day brings something new. You'll play a key part in handling complaints and compliments, supporting colleagues, and ensuring the voices of our residents help shape better services.
What will you be doing?

As Complaints and Compliments Officer, you'll help coordinate how the Council handles customer feedback - making sure concerns are dealt with fairly, and praise is shared and celebrated. You'll:

• Manage and record complaints in line with the Council's policies and the Local Government Ombudsman Code of Conduct.

• Provide advice and guidance to customers and staff, ensuring queries are resolved efficiently and with care.

• Support the Complaints and Compliments Lead to deliver a high-quality feedback service that promotes learning and service improvement.

• Work with colleagues and managers across the Council to find early resolutions and implement agreed actions.

• Help deliver training and guidance sessions on complaints handling and customer care.

• Contribute to reports, performance monitoring, and data analysis to identify trends and opportunities for improvement.

• Represent the Council in regional complaints networks and share insights that help us continuously improve.

What we're looking for:
We're not expecting you to be an expert from day one - we'll support your development and help you grow into the role. You'll need to bring:

• NVQ Level 3 in Customer Care or relevant experience in complaints management or customer service.

• Experience handling complaints or complex customer enquiries, ideally in a local government or public sector setting.

• Excellent communication skills - both written and verbal - with the ability to handle sensitive and challenging situations calmly.

• Strong organisational skills and the ability to manage competing priorities.

• Confidence using Microsoft Office 365 and case management systems.

• A proactive, solution-focused attitude and a genuine commitment to improving the customer experience.

Why join us?
This is a brilliant opportunity to develop your skills in a supportive and collaborative environment. You'll be joining a team that values openness, learning, and positive change.

We offer:

• Flexible and hybrid working arrangements.

• A welcoming and inclusive workplace culture.

• Opportunities for personal development and training.

• The chance to make a real difference in how we serve Calderdale's residents.

Please use your supporting statement to show how you meet the essential criteria outlined in the Role Profile.

We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expect all staff to share this commitment. Applicants to posts that are exempt from the Rehabilitation of Offenders Act will require a DBS from the Disclosure and Barring Service before the appointment is confirmed.

Closing Date: Sunday, 16th November 2025
Interview Date: Wednesday, 26th November 2025

We may utilise digital interview methods.

As part of our Vision ( ) we aim to be a talented, resilient and inclusive community. We welcome applications from all and offer a variety of flexible working / job share opportunities.

On 30 January 2019, the Council declared a climate emergency in a bold move to step up its action to tackle climate change.

Calderdale Council embraces the positive benefits of a diverse workforce and we are committed to providing an environment that is inclusive. We encourage applications from people who share our commitment to challenge inequality and promote diversity across Calderdale. We particularly welcome applications from communities that are currently under-represented in our organisation. All applications are anonymised before being seen by the selection panel.