Complaints Investigator – Councilwide Service Excellence

North Kesteven District Council; North Kesteven; On-site; GBP 31,000 - 34,000; Full time

Job summary

A local government authority is seeking a Complaints Officer to manage the complaints process across the council. This role involves engaging with complainants, supporting compliance with the Council's policies, and assisting in investigations. The ideal candidate will have strong organizational and communication skills and experience in customer service. This full-time position offers a salary between £31,537 and £33,699 per annum, based in North Kesteven.

Qualifications

• Experience in administration and customer service, ideally for complaint handling.
• Knowledge of the Housing Ombudsman and Local Government Ombudsman is a plus.
• Confidence and aptitude for effective communication.
• Ability to manage high volume of cases and complex situations.

Responsibilities

• Administer complaints process across the council.
• Communicate with complainants at first point of contact.
• Support services to comply with complaints policy and codes.
• Investigate complaints and draft recommendations for senior managers.
• Assist in producing service-specific reports and presentations.

Skills

Experience in administration and customer service

Effective written communication

Strong organisational skills

Confidence in speaking to various stakeholders

Job description

A local government authority is seeking a Complaints Officer to manage the complaints process across the council. This role involves engaging with complainants, supporting compliance with the Council's policies, and assisting in investigations. The ideal candidate will have strong organizational and communication skills and experience in customer service. This full-time position offers a salary between £31,537 and £33,699 per annum, based in North Kesteven.