Customer Complaints Officer

TN United Kingdom; Greater London; On-site; GBP 50,000 - 55,000; Part time

Job summary

The London Borough of Sutton is seeking a Complaints and Customer Relationship Officer to support their Environment, Housing and Neighbourhoods team. This role is crucial for handling customer complaints, responding to Member enquiries, and managing FOI requests, ensuring high standards of accountability and transparency while identifying service improvement opportunities.

Qualifications

• Experience in managing complaints and FOI responses in a public sector setting.
• Understanding of FOI legislation and data protection responsibilities.
• Background in customer engagement or service improvement projects.

Responsibilities

• Investigate and respond to complaints and FOI requests in a timely manner.
• Collaborate with internal teams to draft comprehensive responses.
• Identify service issues and contribute to recommendations for improvements.

Skills

Communication

Organisational Skills

Customer Engagement

Tools

Microsoft Office

CRM or Case Management Systems

Job description

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Job Title: Complaints and Customer Relationship Officer (Grade 7)
Location: London Borough of Sutton
Contract Type: Agency Worker (Temporary Contract)
Working Hours: Full-time, 36 hours per week (Monday - Friday, 09:00 - 17:00)
Hourly Rate: £25.00 per hour (Inside IR35)
Start Date: 26 May 2025
End Date: 31 August 2025
IR35 Status: Inside IR35
Closing Date for Applications: Monday, 19 May 2025 at 12:00 noon

About the Role

The London Borough of Sutton is seeking a Complaints and Customer Relationship Officer to support the Environment, Housing and Neighbourhoods team. This key role focuses on handling customer complaints, responding to Member enquiries, and managing Freedom of Information (FOI) requests.

You'll play a crucial part in ensuring that the council maintains high standards of accountability, transparency, and customer care, while also identifying opportunities for service improvement and supporting customer consultation initiatives.

Key Responsibilities

Investigate and respond to complaints, FOI requests, and Member enquiries in a timely and professional manner

Collaborate with internal teams to gather information and draft accurate, comprehensive responses

Maintain up-to-date records of all cases using internal systems

Identify service issues and contribute to recommendations for improvements

Support and help facilitate customer consultation activities

Provide high-quality administrative support related to complaints handling and reporting

Requirements

Excellent communication skills, both written and verbal

Experience in managing complaints and FOI responses, ideally in a public sector setting

Understanding of FOI legislation and data protection responsibilities

Strong organisational skills with the ability to manage competing deadlines

Proficiency in Microsoft Office and relevant CRM or case management systems

Experience in local government or a similar environment

Background in customer engagement or service improvement projects