Interim Complaints Officer – Local Government

Vivid Resourcing Ltd; Guildford; On-site; GBP 28,000 - 39,000; Full time

Job summary

Vivid Resourcing Ltd. is seeking an experienced Complaints Officer for an interim role with a local authority in Surrey, handling customer complaints under the corporate procedures. You will coordinate investigations, gather evidence and draft balanced responses, while managing escalated ombudsman inquiries and reporting on outcomes.

The role requires strong written communication, the ability to manage a live caseload quickly, and a methodical approach to data protection and information requests.

Qualifications

• Experience handling complaints in local government, public sector or regulated environment.
• Strong written communication and ability to draft formal responses.
• Ability to manage a varied caseload independently and to deadlines.

Responsibilities

• Manage a caseload of complaints from receipt through to final response within timescales.
• Coordinate investigations with service teams and gather evidence for fair outcomes.
• Draft clear, accurate and empathetic complaint responses.
• Handle escalated complaints and ombudsman enquiries with case files and responses.
• Advise officers and managers on complaint handling, remedies and good practice.
• Record and monitor complaints data on the council’s case management system.
• Identify trends and learning from complaints and report to service managers.
• Contribute to performance reporting on complaint volumes, response times and outcomes.

Skills

Written communication

Caseload management

Stakeholder liaison

Attention to detail

Judgement

IT and case management systems

Education

Qualific. in complaints handling / customer service

Tools

Case management system

Job description

Vivid Resourcing Ltd. is seeking an experienced Complaints Officer for an interim role with a local authority in Surrey, handling customer complaints under the corporate procedures. You will coordinate investigations, gather evidence and draft balanced responses, while managing escalated ombudsman inquiries and reporting on outcomes.

The role requires strong written communication, the ability to manage a live caseload quickly, and a methodical approach to data protection and information requests.