Complaints & Service Improvement Specialist

Barnet Council; Greater London; Hybrid; GBP 36,000 - 54,000; Full time

Benefits offered by this job

31 days annual leave

LGPS pension scheme

Flexible working policy

Lifestyle discounts

Payroll benefits

Training and development opportunities

Well-being programs

Job summary

Barnet Council is seeking a proactive complaints professional to work across the council, building relationships with services and stakeholders. You will advise on sensitive cases, support ombudsman responses, and help develop innovative customer care approaches.

You will use digital tools to improve outcomes and contribute to wide-ranging improvements for residents. The role is hybrid, with three in-office days per week (Mon and Wed fixed).

Qualifications

• Knowledge of local government complaints processes.
• Experience with case management systems and reporting tools.
• Ability to work across services and stakeholders.
• Wamiliarity with AI adjustments in recruitment is not required.

Responsibilities

• Advise on sensitive and high-profile cases.
• Support responses to ombudsman investigations.
• Develop innovative approaches to customer care and complaints management.
• Use digital tools to improve performance and outcomes.
• Contribute to strategic improvements affecting residents.

Skills

Exceptional communicator

Customer care

Complex cases handling

Organised with priorities

Analytical minded

Independent yet collaborative

Driven by continuous improvement

Tools

Case management systems

Reporting tools

Microsoft 365

Job description

Barnet Council is seeking a proactive complaints professional to work across the council, building relationships with services and stakeholders. You will advise on sensitive cases, support ombudsman responses, and help develop innovative customer care approaches.

You will use digital tools to improve outcomes and contribute to wide-ranging improvements for residents. The role is hybrid, with three in-office days per week (Mon and Wed fixed).