Complaint Service Improvement Officer

Brackenberry; City Of London; On-site; GBP 40,000 - 60,000; Part time

Job summary

A recruitment agency is seeking a Complaint Service Improvement Officer to manage customer complaints and enhance service processes. This role involves leading service improvement initiatives and supporting compliance with legislation. Ideal candidates have significant experience in public sector complaint handling, proficiency in data analysis, and team supervision skills. The position is based in Greenwich with a competitive hourly rate.

Qualifications

• Significant experience in managing customer complaints and statutory requests.
• Proven track record of service improvement through data analysis.
• Experience supervising or mentoring staff.

Responsibilities

• Manage and coordinate responses to customer complaints and inquiries.
• Lead the development and implementation of service improvement strategies.
• Provide analytical support by producing reports and making recommendations.

Skills

Managing customer complaints

Service improvement

Data analysis

CRM systems

Stakeholder collaboration

Education

A-level standard or equivalent

Degree in Public Administration, Business, or Social Policy

Tools

Microsoft Dynamics

Data analysis tools

Office productivity software

Job description

We are working closely alongside a Local Authority in Greenwich to assist with the appointment of a Complaint Service Improvement Officer, on a 3-month contract, highly likely to be extended at clients discretion. Please apply with your CV for immediate consideration.

Rate of Pay

£18.30 - £23.28 per hour

Summary

The Complaint Service Improvement Officer plays a critical role in managing and enhancing customer complaint handling processes within the Community Services Directorate. This role leads service improvement initiatives, oversees statutory and information‑related enquiries (including FOIs, EIRs, and Data Protection requests), and supports continuous development in service delivery through strategic data analysis, process redesign, and stakeholder engagement. The postholder also provides line management to the Service Improvement Assistant.

Responsibilities

• Manage and coordinate responses to customer complaints, MP/member enquiries, FOIs, EIRs, and DPRs across the Directorate.
• Lead the development and implementation of service improvement strategies.
• Monitor casework timelines and flag risks or overdue cases to departmental managers.
• Provide analytical support by producing reports, identifying trends, and making evidence‑based recommendations.
• Maintain and update complaint logs and information systems, ensuring consistency and compliance with legislation.

Qualifications

• Educated to A‑level standard or equivalent; a degree in Public Administration, Business, Social Policy, or a related field is desirable.
• Formal training in complaints management, service improvement, or data protection (preferred).

Requirements

• Significant experience in managing customer complaints and statutory requests within a public sector or similar environment.
• Proven track record of service improvement through data analysis and stakeholder collaboration.
• Experience supervising or mentoring staff.
• Proficient in using CRM systems (e.g., Microsoft Dynamics), data analysis tools, and office productivity software.
• Experience in facilitating meetings, workshops, or resident engagement sessions.
• Familiarity with public sector frameworks, including FOI, EIR, GDPR, and equalities legislation.

Please note

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