Complaints Officer

Baltimore Consulting; Greater London; Hybrid; GBP 65,000 - 74,000; Full time

Benefits offered by this job

Hybrid working

Job summary

Baltimore Consulting is seeking a Complaints Officer for a 3‑month contract starting September. The role is hybrid, with 2 days on site in the South East, and is Inside IR35 via umbrella, paying £350‑£400 per day.

You will join a new team handling Corporate, Children’s Statutory and SEND complaints and liaising with LGSCO. You will provide expert guidance on complaint handling, quality assure responses, manage challenging complainants and help reduce a significant backlog while meeting statutory

Qualifications

• Proven experience managing LGSCO investigations within a Local Authority.
• Knowledge of Statutory Children’s Complaints and/or SEND Complaints processes.
• Strong decision‑making skills with ability to determine complaint pathways.
• Excellent organisational skills handling high‑volume, administratively complex caseloads.

Responsibilities

• Manage complex Corporate, Children’s Statutory and SEND complaints, including LGSCO responses.
• Provide expert guidance to operational teams on complaint handling and resolution.
• Quality assure complaint responses and customer experience standards.
• Manage difficult, persistent complainants and professional calls.
• Support backlog reduction while meeting statutory and corporate deadlines.

Skills

LGSCO investigations

Complaint handling

Decision making

Organisational skills

Stakeholder management

Job description

Complaints Officer
3 Month Contract September start
£350-£400 per day
Inside IR35 (via umbrella)
Hybrid Working | 2 Days On Site – South East CVs are being reviewed immediately and interviews will be taking place shortly. Are you an experienced Complaints Officer with a strong track record of managing complex local authority complaints? Do you thrive in fast-paced environments where you can bring structure, expertise and resilience to a service under pressure? This is an excellent opportunity for a skilled Complaints Officer to join a new team facing a significant backlog across Children’s, SEND and Corporate Complaints, including cases progressing to the Local Government & Social Care Ombudsman (LGSCO). You will play a key role in driving improvements in complaint handling, supporting managers with complex cases, and ensuring responses are robust, compliant and customer-focused. With limited systems support currently in place, this assignment requires someone highly organised, proactive and confident in making informed decisions under pressure.

Your Role as Complaints Officer:

• Manage complex Corporate, Children’s Statutory and SEND complaints, including responses to LGSCO enquiries
• Provide expert guidance, challenge and support to operational teams on complaint handling and resolution
• Quality assure complaint responses, accuracy and excellent customer experience standards
• Manage difficult and persistent complainants, handling calls professionally and constructively
• Support the reduction of a significant complaints backlog whilst ensuring compliance with statutory and corporate deadlines

Your Previous Experience as Complaints Officer:

• Proven experience managingLGSCO investigations within a Local Authority
• Knowledge and experience of Statutory Children’s Complaints and/or SEND Complaints processes
• Strong decision-making skills with the ability to determine appropriate complaint pathways and resolutions
• Excellent organisational skills with experience managing high-volume, administratively complex caseloads
• Resilient and persistent, with a proven ability to work to demanding deadlines and stakeholder expectations

This Complaints Officer assignment offers the opportunity to make an immediate impact within a service that needs experienced and resilient complaint handling expertise. Your ability to bring clarity, consistency and professionalism will be highly valued from day one. Our clients are passionate about creating and evolving a diverse workforce and do not discriminate against any employee or applicant. Recruiting decisions are based on your experience and skills. Any reasonable adjustments in the workplace will be fully supported during the application and hiring process. Due to the fast-paced nature of interim recruitment, applications are reviewed as received and client requirements may change during the recruitment process. Whilst we endeavour to review all applications, we may not be able to respond individually to every candidate. Submission of an application, expression of interest or right to represent does not guarantee submission to a client, interview, placement, or engagement. Recruitment decisions ultimately remain subject to client requirements, availability, suitability, and selection processes. Baltimore Consulting is committed to fair and inclusive recruitment practices, and all applications are considered based on the requirements of the role and the information available at the time of review.