Complaints & Resolution Specialist (Fixed-Term)

Essex County Council; Chelmsford; On-site; GBP 28,000 - 36,000; Full time

Job summary

Essex County Council is seeking a Complaints Officer on a fixed term 12-month contract based at County Hall in Chelmsford. The role will manage a varied caseload across corporate, statutory Adults' and Children's complaints, investigate, gather information, and draft timely, empathetic responses.

You will work in a fast‑paced environment, identify themes and contribute to service improvements, with potential for home/office flexibility after induction. Interview date: W/C 24th August 2026.

Qualifications

• Education to A-level standard including GCSE English and Maths.
• Strong organisational skills and the ability to prioritise work and meet deadlines.
• Proven ability to manage a high caseload under pressure with accuracy and sound judgement.
• Emotional resilience to support residents through the complaints process.
• Excellent written communication and the ability to produce clear, empathetic responses.
• Capacity to work in a changing environment and contribute to continuous improvement.

Responsibilities

• Manage a varied caseload of corporate, statutory and Ombudsman complaints, ensuring compliance with legislation and timelines.
• Investigate complaints, gather information from directorates, and write high‑quality responses.
• Identify learning from complaints and contribute to service improvements.
• Draft and quality‑assure responses for managers and senior leaders for sign‑off.
• Provide clear guidance on complaint policies and procedures.
• Maintain auditable case records across information governance requirements.

Skills

Organisational skills

Communication skills

Empathy

Resilience

Analytical skills

Attention to detail

Time management

Education

A-level standard incl. GCSE English & Maths

Tools

CRM systems

Office software

Job description

Essex County Council is seeking a Complaints Officer on a fixed term 12-month contract based at County Hall in Chelmsford. The role will manage a varied caseload across corporate, statutory Adults' and Children's complaints, investigate, gather information, and draft timely, empathetic responses.

You will work in a fast‑paced environment, identify themes and contribute to service improvements, with potential for home/office flexibility after induction. Interview date: W/C 24th August 2026.