Complaints Officer

North Kesteven District Council; North Kesteven; On-site; GBP 31,000 - 34,000; Full time

Job summary

A local government authority is seeking a Complaints Officer to manage the complaints process across the council. This role involves engaging with complainants, supporting compliance with the Council's policies, and assisting in investigations. The ideal candidate will have strong organizational and communication skills and experience in customer service. This full-time position offers a salary between £31,537 and £33,699 per annum, based in North Kesteven.

Qualifications

• Experience in administration and customer service, ideally for complaint handling.
• Knowledge of the Housing Ombudsman and Local Government Ombudsman is a plus.
• Confidence and aptitude for effective communication.
• Ability to manage high volume of cases and complex situations.

Responsibilities

• Administer complaints process across the council.
• Communicate with complainants at first point of contact.
• Support services to comply with complaints policy and codes.
• Investigate complaints and draft recommendations for senior managers.
• Assist in producing service-specific reports and presentations.

Skills

Experience in administration and customer service

Effective written communication

Strong organisational skills

Confidence in speaking to various stakeholders

Job description

Complaints Officer

Full-Time (37 hours) – Permanent

Grade B2 - £31,537 - £33,699 per annum

North Kesteven District Council is seeking an enthusiastic professional to join the Housing, Property and Customer Services division. This post puts you at the heart of the Council, dealing with complaints and customers service wide. This role focuses on an evidence-based approach for complaint investigation and handling, to ensure compliance with the complaint handling procedures.

Job Requirements

• Experience of working in administration and customer service, ideally for complaint handing.
• Knowledge of the Housing Ombudsman and Local Government and Social Care Ombudsman (desirable).
• Skill and aptitude for customer services and effective written communication to a high standard.
• Strong organisational skills to manage high number of cases to set deadlines, and investigate complex cases.
• Confidence in speaking to a range of customers and officers at all levels.

Key Responsibilities

• Administering the complaints process council wide.
• Communicating with complainants at first point of contact.
• Support services to comply with the Council’s complaints policy and Ombudsman complaints codes.
• Support the investigation of complaints and drafting of correspondence and make recommendations to senior managers to support their decision making.
• Assist in the production and delivery of service-specific reports, briefings and presentations.

Key Attributes

• The ability to facilitate conversations with customers and colleagues to gain required information.
• Ability to identify the detail needed from data and information provided.
• A highly organised, dynamic and confident person.
• Strong listening skills.

You will be required to apply a high level of attention to detail and concentration when carrying out this role, to support the delivery of the complaints service within Housing, Property and Customer Services at an technical level and show an appreciation of the contribution local government can make to the welfare of the people living, working, and visiting the district. If you feel you have what it takes to deliver responses in time and a good attention to detail, this could be the role for you.

If you would like an informal chat about this post, please call Kate Russell, Performance and Standards Team Leader on 01529 414155.

To complete an application form and further details, please visit our website www.n-kesteven.gov.uk

The closing date for all applications is 17 December 2025

The interview date will be 7 January 2026