Complaints Officer

Vivid Resourcing Ltd; Guildford; On-site; GBP 28,000 - 39,000; Full time

Job summary

Vivid Resourcing Ltd. is seeking an experienced Complaints Officer for an interim role with a local authority in Surrey, handling customer complaints under the corporate procedures. You will coordinate investigations, gather evidence and draft balanced responses, while managing escalated ombudsman inquiries and reporting on outcomes.

The role requires strong written communication, the ability to manage a live caseload quickly, and a methodical approach to data protection and information requests.

Qualifications

• Experience handling complaints in local government, public sector or regulated environment.
• Strong written communication and ability to draft formal responses.
• Ability to manage a varied caseload independently and to deadlines.

Responsibilities

• Manage a caseload of complaints from receipt through to final response within timescales.
• Coordinate investigations with service teams and gather evidence for fair outcomes.
• Draft clear, accurate and empathetic complaint responses.
• Handle escalated complaints and ombudsman enquiries with case files and responses.
• Advise officers and managers on complaint handling, remedies and good practice.
• Record and monitor complaints data on the council’s case management system.
• Identify trends and learning from complaints and report to service managers.
• Contribute to performance reporting on complaint volumes, response times and outcomes.

Skills

Written communication

Caseload management

Stakeholder liaison

Attention to detail

Judgement

IT and case management systems

Education

Qualific. in complaints handling / customer service

Tools

Case management system

Job description

Location: Guildford, UK
Contract: Interim

About the role

Our client, a local authority in Surrey, is looking for an experienced Complaints Officer to join its team on an interim basis. The role is responsible for the handling of customer complaints under the council’s corporate complaints procedure, making sure each one is investigated fairly, responded to on time and used to improve services.

You will be the main point of contact for complainants and service areas, coordinating investigations, gathering evidence and drafting clear, balanced responses. You will also deal with escalated complaints and enquiries from the Local Government and Social Care Ombudsman, working with service managers to agree remedies and follow-up actions.

The role suits a complaints professional who can take on a live caseload quickly. Good judgement, a calm approach to difficult conversations and a methodical eye for detail will be important, as will the ability to spot recurring themes and report them back to services.

Main responsibilities

• Manage a caseload of complaints from receipt through to final response, in line with the council’s complaints policy and agreed timescales
• Coordinate investigations with service teams and gather the evidence needed to reach a fair outcome
• Draft clear, accurate and empathetic complaint responses
• Handle escalated complaints and ombudsman enquiries, including preparing case files and responses
• Advise officers and managers on complaint handling, remedies and good practice
• Record and monitor complaints data accurately on the council’s case management system
• Identify trends and learning from complaints and report them to service managers
• Contribute to performance reporting on complaint volumes, response times and outcomes
• Support compliance with data protection, freedom of information and related requirements
• Handle sensitive and challenging contacts professionally, including contact with members and MPs where required

Requirements

Essential

• Proven experience handling complaints in a local government, public sector or comparable regulated environment
• Good working knowledge of complaints procedures and the role of the ombudsman
• Strong written communication skills, with experience drafting formal responses
• Ability to manage a varied caseload independently and to deadlines
• Sound judgement, tact and the ability to manage difficult conversations
• Good attention to detail and confident use of IT and case management systems

Desirable

• Previous experience in a local authority complaints team
• Experience of handling Local Government and Social Care Ombudsman cases
• Experience of producing complaints performance and learning reports
• A relevant qualification in complaints handling, customer service or a related area

The offer

• Interim position in Guildford
• Rate, start date, duration and working pattern to be confirmed with candidates
• The chance to join an established team and make an immediate contribution to a live complaints caseload

If you are an experienced Complaints Officer looking for an interim role in Guildford, this position offers varied casework and the chance to influence how a local authority learns from its residents.