Complaints Lead

Guildford Borough Council; Guildford; On-site; GBP 45,000 - 65,000; Full time

Job summary

Guildford Borough Council is seeking a proactive Complaints Lead to join our Customer Services team. You will oversee the complaints process, supporting managers and driving improvements using resident feedback.

You will lead investigations into complex and sensitive cases, ensuring compliance with guidance and Ombudsman expectations while training staff to deliver high-quality responses.

Qualifications

• Experience managing and responding to complaints, including sensitive cases.
• Knowledge of local government complaints legislation and best practice.
• Strong investigation, analysis and problem-solving skills.
• Excellent written reporting and communication abilities.
• Ability to influence and work across services to drive improvements.

Responsibilities

• Lead and coordinate the complaints process from receipt to resolution.
• Manage complex and high-profile complaints as single point of contact.
• Guide managers in producing high-quality complaint responses.
• Develop and deliver training for complaints investigators and champions.
• Monitor trends and performance to identify service improvements.
• Support Ombudsman responses and ensure lessons are learned.
• Produce reports and insights for senior leaders.
• Champion a culture of customer focus and continuous improvement.

Skills

Complaints handling

Customer service

Investigations

Stakeholder management

Reporting

Job description

If you're passionate about customer service, skilled in complaints handling and motivated by improving services for residents, we'd love to hear from you.

We're looking for an experienced, customer-focused Complaints Lead to join our Customer Services team and play a vital role in ensuring complaints are handled fairly, effectively and in line with best practice.

This is an exciting opportunity for someone with strong complaints management experience who enjoys working across a wide range of services, influencing colleagues, and driving continuous improvement through customer insight.

About the role

As our Complaints Lead, you will be the Council's subject matter expert on complaints handling, providing advice, guidance and support to managers and teams across the organisation. You'll oversee the investigation and resolution of complaints, including complex and sensitive cases, while ensuring compliance with statutory requirements, corporate policies and Ombudsman expectations.

You will:

• Lead and coordinate the Council's complaints process from receipt through to resolution.
• Manage complex and high-profile complaints, acting as the single point of contact as appropriate.
• Support and guide managers in producing high-quality complaint responses.
• Develop and deliver training for complaints investigators and champions across the organisation.
• Monitor complaint trends and performance, identifying opportunities for service improvement.
• Support responses to Ombudsman investigations and ensure lessons learned are implemented.
• Produce reports and insights for senior leaders and committees.
• Champion a culture of customer focus, learning and continuous improvement.

About you

We're looking for someone who combines excellent customer service skills with sound judgement, attention to detail and a strong understanding of complaints management.

You’ll have:

• Experience of managing and responding to complaints, including complex and sensitive cases.
• Strong knowledge of complaints legislation, guidance and best practice within a local government or similarly regulated environment.
• Excellent investigation, analysis and problem-solving skills.
• Strong written communication skills with the ability to prepare high-quality responses and reports.
• Ability to collaborate effectively with colleagues, services and teams to ensure the complaints process is pro-active in facilitating positive change.

At Guildford Borough Council, you'll have the opportunity to make a real impact on the services we provide to our communities. You'll work with colleagues from across the organisation, influence positive change, and help ensure residents receive fair, transparent and effective outcomes.

We offer:

• A supportive and collaborative working environment.
• Opportunities for professional development and continuous learning.
• The chance to shape and improve customer experience across the Council.
• A role where your expertise and insight will directly influence service delivery and organisational improvement.

Appointment Type

Permanent Position

Full Time/Part Time

Full-time

Job Category

Customer, Case and Parking Services

Hours

37

Location

Millmead House, Millmead, Guildford GU2 4BB

Salary Min

Salary Max

DBS Security Clearance Level Required

Enhanced (with barred list - child and adult)

Closing Date

12/11/2026

Ref No

11116

Documents

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'From April 2027, Guildford Borough Council and Waverley Borough Council will become part of the new West Surrey unitary council, as part of a major local government reorganisation across Surrey. This change will see the current twelve councils replaced by two new authorities: East Surrey and West Surrey. West Surrey will cover the areas currently served by Guildford, Waverley, Runnymede, Spelthorne, Surrey Heath and Woking.

As we move toward this transition, we remain focused on delivering high‑quality, value‑for‑money services and staying true to our shared values: Collaboration, Wellbeing, Trusted, Value for Money and Professionalism.

Joining us at this point in our journey offers a unique opportunity. You will gain valuable experience, benefit from extensive training and development, and play an active role in one of the most significant local government transformations in the past 50 years. You’ll be part of a collaborative, supportive organisation where your ideas and contributions will directly help shape the future of public services across West Surrey.

Together, we will ensure a smooth transition and continue to provide excellent services for residents now and into the future.

If you’re looki ng for a role where you can grow, make an impact and be part of meaningful change, we’d love to hear from you.

About Guildford

Guildford is a regional centre for leisure, business, education, shopping and culture set in beautiful countryside that includes the Surrey Hills Area of Outstanding Natural Beauty. Guildford is a thriving market town and is a principal shopping destination with a vibrant night time economy. The town’s geographical location provides excellent transport links in all directions, London is just 30 minutes away on the train and the town is well-served by frequent bus routes and subsidised Park and Ride facilities. All of this contributes to a quality of life that attracts many people to live, work in and visit Guildford.

We are an equal opportunity and Disability Confident employer and value diversity. All employment decisions are made on the basis of qualifications, merit and business need. Our organisation is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults, and expects all staff and post-holders to share this commitment. To fulfil this commitment we have robust systems in place for the safe recruitment of staff and volunteers.