Complaints Lead & Customer Experience Champion

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

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.