Complaints Officer

Novax Recruitment Ltd; Camden Town; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A public sector organization in Camden Town seeks an experienced Complaints Officer to manage complaints in accordance with UK statute and Ombudsman standards. This agile role involves both remote and office work. Ideal candidates will have a solid understanding of complaints legislation, strong communication skills, and proven experience in investigations. You'll be responsible for delivering training, promoting best practices, and ensuring quality service in complaints handling.

Qualifications

• Solid understanding of UK complaints legislation.
• Experience in handling and investigating complaints.
• Ability to convey complex matters clearly.

Responsibilities

• Manage complaints in compliance with legislation.
• Act as an impartial investigator for complaints.
• Work with managers on balanced adjudications.
• Promote effective complaints handling practices.
• Deliver training on complaints processes.
• Use systems to track performance and trends.
• Share insights to support improvement initiatives.

Skills

Statutory complaints legislation

Complaints investigation

Communication skills

Data Protection Act 2018

Training and coaching

Job description

Complaints Officer
Location: Agile working (blend of office and remote)
Hours: 36 per week

A highly regarded public sector organisation seeks an accomplished Complaints Officer to join its Central Complaints Team on a temporary basis. This role is pivotal in delivering a fair, transparent, and citizen‑centered complaints handling service, ensuring that all matters are addressed in accordance with statutory and non‑statutory requirements.

The Role

You will act as a trusted custodian of the organisation's complaints processes, ensuring robust compliance with relevant legislation and Ombudsman standards. Your work will support continuous improvement across the organisation, helping to embed best practice and strengthen service quality.

Key responsibilities include:

• Managing complaints in strict accordance with legislation, guidance, and Ombudsman expectations.

• Serving as an impartial investigator for Stage 2 complaints and formal enquiries.

• Working with senior managers to produce clear, balanced adjudications under statutory procedures.

• Promoting consistent, effective complaints handling across all service areas.

• Delivering training and raising awareness of complaints processes, ensuring colleagues understand their duties.

• Using case management systems to track performance, identify trends, and highlight learning opportunities.

• Supporting improvement initiatives by sharing insights gathered from complaint handling.

About You

To excel in this post, you will bring:

• A solid understanding of statutory and non‑statutory complaints legislation in the UK.

• Knowledge of good practice set by the Local Government and Social Care Ombudsman and the Housing Ombudsman.

• Strong awareness of the Data Protection Act 2018 and GDPR.

• Superb written and verbal communication skills, with the ability to convey complex matters in clear, accessible language.

• Proven experience in complaint handling, investigation, and reaching balanced, evidence‑based decisions.

• Confidence in training, coaching, or guiding colleagues across a variety of platforms.

• The capability to work independently, demonstrating sound judgement and professional integrity.

Working Style

The role is delivered through an agile working model, combining office attendance with remote working to maintain high standards of service and collaboration.