Complaint Service Improvement Officer

CRA GROUP RECRUITMENT AND PAYROLL LTD; London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading company is seeking a Complaint Service Improvement Officer for a 2-3 month contract to manage customer complaints and drive service improvement initiatives. This role involves supervising staff, analyzing data, ensuring compliance with legislation, and enhancing customer care within the organization.

Qualifications

• Experience in handling complaints and statutory enquiries.
• Understanding of FOI, EIR, and GDPR.
• Ability to analyse data for improvement.

Responsibilities

• Manage customer complaints and statutory requests.
• Lead service improvement initiatives.
• Supervise the Service Improvement Assistant.

Skills

Complaint handling

Stakeholder communication

Data analysis

Organisational skills

Tools

Microsoft Office

Dynamics

Job description

Complaint Service Improvement Officer, London

Client: CRA GROUP RECRUITMENT AND PAYROLL LTD

Location: London, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: 9f205a6ff840

Job Views: 11

Posted: 22.06.2025

Expiry Date: 06.08.2025

Job Description:

2-3 months contract with a Local Authority

Job Summary:

• This role is responsible for managing and responding to all customer complaints, statutory and elected representative enquiries, and information requests within the Directorate.
• The postholder will lead on service improvement initiatives, coordinate directorate-wide responses, and manage associated project and administrative work.
• A key aspect of the role includes supervising a Service Improvement Assistant and ensuring high standards in customer care, data handling, and service delivery.

Key Duties/Accountabilities:

• Manage and administer customer complaints, MP/member enquiries, and statutory requests (including FOI, EIR, and data protection).
• Analyse, log, and allocate casework, ensuring timely and accurate responses in line with legislation and corporate policies.
• Identify and implement service improvements, developing policies, systems, and procedures to support ongoing performance enhancement.
• Coordinate monthly complaints meetings, produce reports, and support planning through data analysis and interpretation.
• Oversee the use of the case management system and maintain accurate records across corporate platforms.
• Lead on tenant satisfaction initiatives, ensuring effective resident engagement and feedback collection.
• Develop and deliver training packages to residents and support wider community consultation initiatives.
• Supervise the Service Improvement Assistant and ensure team outputs support a positive organisational reputation.
• Represent the Directorate at benchmarking events and contribute to projects that support best practice in complaints handling.
• Ensure compliance with equality legislation and promote an inclusive, customer-focused service environment.
• Support IT-enabled publishing of performance data across a range of platforms and formats.

Skills/Experience:

• Proven experience in handling complaints and statutory enquiries in a complex organisation.
• Strong understanding of relevant legislation (FOI, EIR, GDPR/Data Protection).
• Ability to analyse data and identify trends for service improvement.
• Skilled in stakeholder communication and producing high-quality written reports.
• Proficient in using corporate IT systems and platforms (e.g., Microsoft Office, Dynamics).
• Knowledge of service improvement methodologies and best practice benchmarking.
• Excellent organisational skills and ability to manage competing priorities.