Complaints Lead — Drive Fair, High-Impact Resident Service

GUkraine; 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

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.