Head of Complaints (Ref: 12339)

Office of the Public Guardian; Folly Gate; On-site; GBP 49,000 - 59,000; Full time

Job summary

A government executive agency in England is seeking a skilled leader to manage a centralised Complaints Function. The ideal candidate will have proven experience in delivering high-quality complaint handling outcomes, strong leadership skills, and excellent analytical abilities. This role requires overseeing a motivated team and handling sensitive complaints with empathy. The position offers a competitive salary and a supportive work environment. Flexibility in work arrangements and development opportunities are also provided.

Benefits

Salary: £58,511

Contribution to Civil Service Defined Benefit Pension scheme: £16,950

Access to learning and development

Flexible working options

Inclusive working culture

Annual leave and public holidays

Season Ticket Advance

Qualifications

• Experience in delivering high-quality outcomes in a complaints or correspondence handling function.
• Strong leadership capabilities in managing teams.
• Proven analytical skills for resolving complex cases.

Responsibilities

• Lead a centralised Complaints Function and ensure timely handling of complaints.
• Inspire and motivate the complaints team to maintain high performance.
• Oversee complaints handling and ensure responses are fair and empathetic.

Skills

Ability to oversee and manage a complaints or correspondence handling function

Ability to lead and motivate multi-disciplinary teams

Ability to manage competing priorities and deadlines

Ability to apply high levels of analytical skills

Excellent written and verbal communication skills

Job description

The Office of the Public Guardian (OPG) protects people in England and Wales who may not have the mental capacity to make certain decisions for themselves, such as about their health and finance. We are an Executive Agency of the Ministry of Justice (MoJ), set up in 2007 following the introduction of the Mental Capacity Act of 2005. OPG is responsible for registering lasting powers of attorney (LPA) and enduring powers of attorney (EPA) and supervising deputies appointed by the Court of Protection. OPG is a fantastic place to work offering a range of development opportunities.

Team Overview

The Complaints Teams within OPG are currently spread across various business areas. This new role will consolidate the complaints function into a single, centralised team, providing a unified point of accountability for all complaints and official correspondence, bringing together Tier 1 and Tier 2 complaint handling, MPs and Ministerial correspondence, and liaison with the Parliamentary and Health Service Ombudsman (PHSO). The centralised complaints team will report into the Strategy and Central Services function. Its purpose is to ensure fair, timely and empathetic resolution of issues, while using insights from complaints to drive service improvements across OPG's core functions and improve customer experience.

• Set up and lead a centralised Complaints Function covering Tier 1, Tier 2, Parliamentary questions, MP/Ministerial correspondence and PHSO liaison.
• Inspire and motivate the team to be fully engaged and dedicated.
• Establish processes and governance to run the team smoothly and meet agreed standards and KPIs.
• Own and maintain complaints and correspondence policies, ensuring they meet PHSO and MoJ requirements and that public guidance is accurate.
• Oversee all complaints handling, ensuring responses are timely, fair and empathetic, and manage complex or sensitive cases.
• Manage Parliamentary questions and MP/Ministerial correspondence, ensuring high‑quality responses and deadlines are met.
• Produce clear, accurate briefings and reports for senior leaders, boards and ministers, often to tight deadlines.
• Lead OPG's relationship with the PHSO, coordinating investigations, implementing recommendations and reducing uphold rates.
• Represent OPG in cross‑government forums and lead on implementing the Complaint Standards and training.
• Monitor performance and quality, set KPIs, run quality checks and publish regular reports on trends and outcomes.
• Turn learning into action; use complaints insights to inform service improvement teams.
• Manage redress processes, ensuring approvals are correct and payments are proportionate and recorded.
• Ensure safeguarding and accessibility for vulnerable customers and quick escalation of risks.
• Oversee complaints systems and data, improving tools and reporting toward a single complaints system.
• Manage risks and audits, keeping a live risk register and delivering audit actions on time.
• Lead and develop the team, building capability and a positive, high‑performing culture.
• Manage the budget effectively through a robust special payments process and by meeting performance and quality targets.
• Be an active member of OPG's Senior Leadership team and contribute to wider corporate responsibilities.

Agreed Expectations

The successful candidate will be expected to work from their base location on a weekly basis in line with current Civil Service requirements, outside of any reasonable adjustments. Candidates will provide a Personal Statement of Suitability of no more than 1000 words, focusing on the essential skills. If a large number of applications is received, an initial sift will be conducted on the lead criteria: ability to oversee and manage a complaints or correspondence handling function, demonstrating experience in delivering high‑quality outcomes.

Interview Process

At sift, candidates will be invited to an interview using the Civil Service Success Profiles. Interview questions will focus on: strengths relevant to the role; the following behaviours at Level G7: leadership, communicating and influencing, managing a quality service, delivering at pace. All interviews will be held remotely via MS Teams. Feedback will be provided only if the interview is attended.

Security

Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard checks.

Nationality requirements

• UK nationals
• Nationals of the Republic of Ireland
• Nationals of Commonwealth countries who have the right to work in the UK
• Nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members with settled or pre‑settled status under the EU Settlement Scheme
• Nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members who have made a valid application for settled or pre‑settled status under the EU Settlement Scheme
• Individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EU Settlement Scheme on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Essential Skills

• Ability to oversee and manage a complaints or correspondence handling function, demonstrating experience in delivering high‑quality outcomes.
• Ability to lead and motivate teams, including multi‑disciplinary teams, to deliver shared objectives.
• Ability to manage competing priorities and deadlines across a range of disciplines or topic areas.
• Ability to apply high levels of analytical skills to resolve the most complex or sensitive cases.
• Ability to build productive relationships with internal and external stakeholders, including those at senior level.
• Excellent written and verbal communication, with the ability to share insights clearly and purposefully.

Desirable Skills

• Ability to analyse data trends to identify customer pain points and use this to drive improvements in customer experience.

Benefits

• Salary: £58,511
• Contribution to Civil Service Defined Benefit Pension scheme: £16,950.
• Access to learning and development.
• Flexible working options.
• Inclusive working culture.
• Annual leave and public holidays.
• Season Ticket Advance.

For more information about the recruitment process, benefits and allowances and general queries, please visit https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ.