Complaints Manager

inploi; Bolton; On-site; GBP 50,000 - 55,000; Full time

Job summary

A local government authority in Bolton is seeking a Complaints Manager to lead a new team dedicated to ensuring customer satisfaction and regulatory compliance. The successful candidate will have strong team management skills, ideally with experience in complaints handling in public or private sectors. This role is crucial for transforming services within the Council, driving improvements, and aligning operations for effective complaint resolution. It offers a rewarding opportunity with significant career development potential.

Benefits

Generous annual leave allowance

Flexible work opportunities

Access to a Pension Scheme

Employee wellbeing and support services

Qualifications

• Strong team management experience in complaints handling.
• Structured operational management skills for complaints function.
• Experience in problem-solving complex complaint cases.

Responsibilities

• Lead a new team of five in complaints handling.
• Ensure compliance with regulatory requirements.
• Collaborate with various officers and stakeholders.

Skills

Team management

Problem-solving

Customer-focused

Excellent communication

Analytical skills

Education

Degree or degree-equivalent qualification

Job description

Overview

Grade: K scp 39 £50,269 to scp 43 £54,495. Contract: Permanent. Essential Qualification: A degree or degree-equivalent qualification.

Unfortunately, we are unable to offer sponsorship for this role.

The Role

A wonderful opportunity has been created at Bolton Council for a talented individual to take up a new managerial role with a remit cross-cutting the organisation. As Complaints Manager you will have the customer at the heart of your team’s work, ensuring good and professional responses to individual complaints, meeting regulatory requirements, and helping the Council to transform its services delivered across the borough.

You will be based in the Corporate Resources directorate, reporting to the Deputy Director, and leading a new team of five, comprising two Principal Complaints Officers, two Complaints Officers, and a Complaints Support Officer. You will be working closely with officers of all levels, from front-line staff to Chief Officers, and you will also interact with Members of Parliament and councillors. You will take the lead role in liaising with the Local Government and Social Care Ombudsman, and internally in the Council you will align your team’s work with the Complaints Monitoring Officer (the Borough Solicitor) to ensure proper and appropriate complaints handling. This is an exciting opportunity to ensure fair outcomes for residents, businesses and organisations across the borough of Bolton, and to help the Council continually improve its services.

You will be based in the prestigious Bolton Town Hall, which is easily accessible via local transport, including an excellent rail network and nearby motorway access.

The role will involve extensive variety, day-to-day, and you will be collaborating with any of the 350 services across the Council! The job therefore provides a brilliant chance for future career development and provides a rewarding and meaningful opportunity to help people. This fantastic job will be advertised for a two-week period, but Bolton Council reserves the right to close the advertising before the end of this period, should any strong applications be received earlier in the process. We encourage candidates to apply at the earliest opportunity.

Responsibilities

• Lead a new team of five (two Principal Complaints Officers, two Complaints Officers, and a Complaints Support Officer)
• Ensure customer-focused, professional responses to complaints and compliance with regulatory requirements
• Collaborate with officers at all levels and interact with MPs and councillors
• Liaise with the Local Government and Social Care Ombudsman
• Align team activities with the Complaints Monitoring Officer to ensure proper handling

About You

You will be a strong team manager who has developed career experience involving complaints handling, either in the public or private sectors. You will be innately customer-focused and want to collaborate across the organisation to achieve the right outcomes for all stakeholders in Bolton Council.

You’ll be structured in your work, with robust operational management of the Complaints function, analytical with problem-solving skills for complex cases, and experience in the full life cycle of the complaint handling process. You will be good at collaborating with colleagues while remaining impartial to reach fair and fact-based outcomes.

As a manager of a new team, you’ll be keen to foster excellent working relationships and help develop the team to be high-performing, also supporting individual career development for team members.

You will have excellent communication skills with a high level of proficiency in written English. The ideal candidate needs to be results-driven and motivated to developing an organisational culture and ability across the Council to promote appropriate complaints handling. You’ll be ready to support service improvements with an excellent team spirit, tenacity, and focus on delivery.

About Us

This is your opportunity to join us at an exciting time as we have strong ambitions for the borough.

Bolton is a great place to work. We are a welcoming organisation that wants to contribute to a place where people feel active, connected and prosperous. We are passionate about improving the outcomes and experience of Bolton people. We want Bolton to be a vibrant place built on strong cohesive communities, successful businesses and healthy, engaged residents.

As an employer we offer a range of exclusive rewards and benefits, including discounts and exclusive gym membership prices and salary sacrifice schemes. We also offer a generous annual leave allowance, flexible work opportunities, access to a Pension Scheme, and a range of employee wellbeing and support services.

Our Values are really important to us, read all about them below, along with all our great staff benefits, the job description/person specification for the role and the important legal bits, and our Top Tips too.

Ready to apply? Then please click Apply and upload your anonymised CV and supporting statement discussing your relevant skills and experience and explain how you believe they make you a strong fit for this role.

Within Greater Manchester, local authorities have made a commitment to improve the employment opportunities for people with disabilities, care leavers, carers, and ex-military personnel. Please see greater.jobs for further information before you apply.

This post is a designated customer facing role under the fluency duty and requires a specified level of spoken English as per the person specification.

This organisation has signed up to the Greater Manchester Continuous Service Commitment. That means we will recognise your continuous or ‘unbroken’ service in any Greater Manchester local authority or NHS organisation that has signed the commitment, Transport for Greater Manchester, Greater Manchester Fire and Rescue Service or Greater Manchester Combined Authority, giving you access to our service-related benefits. Please see the home page of greater.jobs for more information.

For more information about working for Bolton Council, please see greater.jobs; for advice and support with your application, contact [e-mail]

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