Complaints Lead

Guildford Borough Council; Margate; On-site; GBP 42,000 - 54,000; Full time

Job summary

Guildford Borough Council is seeking a Complaints Lead to be the Council's subject matter expert on complaints handling. You will oversee investigations, ensure compliance with statutory requirements, and act as a guide to managers and teams across the organisation.

You will lead from receipt to resolution, manage high-profile cases, develop training, monitor trends and deliver insights for senior leaders. A strong customer focus and continuous improvement mindset are essential.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Complaints handling

Customer service

Investigation

Analysis

Reporting

Communication

Job description

Complaints Lead

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.

Why join us?

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.