Complaints Officer

Service Care Solutions; City Of London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A local council in London seeks a Complaints Officer to join their Central Complaints Team. This role focuses on handling statutory and non-statutory complaints, contributing to service improvements, and ensuring compliance with legislation. Strong communication skills and knowledge of complaints procedures are essential. The role offers flexibility in working hours and locations, making it suitable for those looking to balance their work and personal commitments effectively.

Qualifications

• Knowledge of the Data Protection Act 2018 and UK GDPR.
• Good understanding of LGSCO and Housing Ombudsman best practices.
• Ability to explain complex issues clearly.

Responsibilities

• Investigate and respond to Stage 2 complaints.
• Interpret legislation and prepare draft adjudications.
• Deliver training and promote a resident-focused process.

Skills

Knowledge of UK statutory and non-statutory complaints procedures

Excellent written and verbal communication skills

Experience investigating and responding to complaints

Ability to work independently

Confidence delivering training and advice

Job description

Central Complaints Team – Information & Records Management

Camden Council

Salary: £28 UMBRELLA per hour (£21 PAYE)

Contract length: 3 months initially – potential to extend

Hours: 36 hours per week

Flexible and remote working patterns available as required by the service and the effective delivery of services within the framework.

We are working on behalf of Camden Council and we're looking for a Complaints Officer to join their Central Complaints Team, playing a key role in delivering a fair, effective and citizen‑focused complaints handling service across the council.

This is a varied and rewarding role where your expertise will directly contribute to service improvement, organisational learning, and better outcomes for residents.

About the Role

As a Complaints Officer, you'll be at the centre of Camden's approach to complaints and formal enquiries. You'll ensure complaints are handled in line with statutory and non‑statutory requirements, working closely with the Local Government and Social Care Ombudsman (LGSCO) and the Housing Ombudsman (HO).

Beyond investigation and resolution, you'll help embed best practice across the council—supporting colleagues through training, guidance and shared learning to drive continuous improvement.

Key Responsibilities

• Investigating and responding to Stage 2 statutory and non‑statutory complaints, acting as an objective and impartial investigator
• Interpreting legislation, policy and Ombudsman guidance to reach fair, well‑reasoned outcomes
• Working with senior managers to prepare draft adjudications under statutory procedures
• Promoting a complaints process that is simple, open, transparent and resident‑focused
• Delivering training, education and awareness sessions to staff across the council
• Identifying trends, learning and service improvements using complaints data and case management systems
• Contributing to service improvement projects and promoting best practice across specialist complaint areas

About You

You're confident working with complex complaints and legislation, and you care deeply about fairness, learning and service improvement. You enjoy working collaboratively and are comfortable influencing at all levels of the organisation.

Qualifications

• Strong knowledge of UK statutory and non‑statutory complaints procedures
• A good understanding of LGSCO and Housing Ombudsman guidance and best practice
• Knowledge of the Data Protection Act 2018 and UK GDPR
• Excellent written and verbal communication skills, with the ability to explain complex issues clearly and simply
• Experience investigating and responding to complaints, using sound judgement and attention to detail
• Confidence delivering training and advice to colleagues across different settings (face‑to‑face and online)
• The ability to work independently, manage competing priorities and handle sensitive information with discretion
• A willingness to develop expertise across different specialist complaints areas