Policy, Performance & Complaints Manager

Warwickshire County Council; Warwick; Hybrid; GBP 53,000 - 56,000; Full time

Benefits offered by this job

Local Government Pension Scheme

Up to 32 days leave

BUPA Cash Plan

Work Perks

Contractual hours 37

Job summary

Warwick District Council is seeking a Policy, Performance and Complaints Manager to lead the council’s corporate complaints process and support policy development and performance oversight. The role involves steering continuous improvement and ensuring high-quality customer service across services.

The post focuses on governance, assurances and enabling managers with expert guidance on complaints handling, performance reporting, and learning from feedback to drive organisational progress.

Qualifications

• Experience managing complaints though governance/public sector is preferred.
• Strong customer focus with ability to handle sensitive issues.

Responsibilities

• Lead and manage the Council's corporate complaints process.
• Act as the lead adviser on complaints management, ensuring consistency and quality.
• Promote organisational learning from complaints and feedback to drive improvement.
• Manage and develop the Corporate Performance Management Framework.
• Lead and coordinate corporate policy development and assurance activities.
• Provide guidance and QA to managers on complaints handling and performance management.
• Contribute to achieving the Council's strategic objectives through policy and performance oversight.

Skills

Customer service

Communication

Interpersonal skills

Relationship building

Decision making

Analytical thinking

Deadline management

Job description

The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.

Job details

Job reference RWD0000808 Date posted 07/08/2026 Application closing date 01/09/2026 Location Warwick Salary £53,460 to £55,611 per annum

• Package Local Government Pension Scheme
• Up to 32 days leave
• BUPA Cash Plan
• Work Perks
• Contractual hours 37 Basis Full time

Policy, Performance & Complaints Manager

Governance

Policy, Performance & Complaints Manager (Permanent Post)

37 hours per week

Grade B - £53,460 to £55,611 per annum

Here at Warwick District Council, we pride ourselves on the fact that we offer you a great place to work.

We achieve our goals by recruiting and retaining motivated, empowered and flexible staff. We are committed to training and development, and we encourage a healthy work-life balance.We offer the rewards and benefits that make it a great place to work.

People like you

We offer a wide range of career opportunities at every level of the organisation. From apprenticeships to senior management, permanent to fixed term contracts or part-time working, we have something for everyone.

About Warwick District Council

At Warwick District Council, we pride ourselves on being a great place to work.

We achieve our goals by recruiting and retaining motivated, empowered and flexible employees who are committed to delivering excellent services for our communities. We are passionate about learning and development, support career progression, and encourage a healthy work-life balance.

About the Team and the Role

Governance Services sits at the heart of the Council, providing essential support to our residents, Councillors and officers. The service covers a broad range of responsibilities, including public committee meetings, electoral registration and elections, complaints management, policy development and corporate performance monitoring.

We are looking for an experienced and dedicated individual to join us as our Policy, Performance and Complaints Manager. This is a varied and rewarding role that offers the opportunity to make a real impact across the organisation by helping to drive service improvement, organisation learning and excellent customer service.

What We're Looking For

We are seeking someone who has a keen eye for detail and a strong commitment to delivering high-quality outcomes. Equally important is the ability to demonstrate empathy and understanding when working with customers who have raised concerns or complaints.

You will be confident working with a wide range of stakeholders, balancing competing priorities, and providing advice and support to managers and services across the Council.

Main Responsibilities

• Lead and manage the delivery of the Council's corporate complaints process.
• Act as the Council's lead adviser on complaints management, ensuring consistency, quality and compliance across the organisation.
• Promote organisational learning from complaints and customer feedback to support continuous improvement.
• Manage and develop the Council's Corporate Performance Management Framework.
• Lead and coordinate corporate policy development and assurance activities.
• Provide guidance and quality assurance to managers and services on complaints handling and performance management.
• Contribute to the achievement of the Council's strategic objectives through effective policy and performance oversight.

This is a broad and varied role requiring a diverse range of skills, knowledge and experience.

We are looking for someone who can demonstrate:

• A strong commitment to excellent customer service.
• Excellent communication and interpersonal skills.
• The ability to build positive relationships with a wide range of people.
• Confidence and professionalism when dealing with sensitive and complex issues.
• Strong analytical and critical thinking skills.
• Sound judgement and effective decision-making, particularly within a public sector environment.
• The ability to manage competing priorities and deliver high-quality work to deadlines.

Working Location

The intention is for the postholder to work predominately from home however, it is a requirement to attend our offices or sites within Warwick District as required. Any costs for travel from home to the office will be met by the successful candidate. However, hybrid and office working is also available.

About the Team

The Policy, Performance and Complaints Manager is responsible for leading a small but vital team. This includes direct line management of: Three Policy, Performance and Complaints Officers and The Corporate Support Team Leader.

The Corporate Support Team Leader is responsible for managing four additional team members. Together, the team provides a range of important corporate services, from mail fulfilment and administrative support to policy assurance, performance reporting and complaints management, helping to ensure the Council delivers high-quality services for residents.

Why Join Us?

This is an excellent opportunity to take on a highly visible role that influences service delivery across the Council. You will work closely with senior managers, Councillors and colleagues across all service areas, helping to improve outcomes for residents while supporting continuous organisational improvement.

If you are passionate about customer service, performance improvement and making a positive difference, we would love to hear from you.

If you have any questions or wish to have an informal discussion, please contact Graham Leach (Head of Governance and Monitoring Officer) by email on [e-mail] or by telephone on 01926 958823.

Interview dates: 9th & 10th September 2026

As part of being a Disability Confident employer we guarantee to interview anyone with a disability whose application meets the essential criteria for the post. By 'essential criteria' we mean that you must provide us with evidence in your application form which demonstrates that you meet the level of competence required for each competence, as well as meeting any of the qualifications, skills or experience defined as essential in the person specification. To be considered under the Guaranteed Interview Scheme (GIS), applicants must disclose that they have a disability and would like to be considered for the scheme.

Should you require application forms in an alternative format / language or any adjustments to be made throughout the application or recruitment process or upon appointment, please contact [e-mail] and we will make every effort to meet your specific requirements.