Principal Complaints Officer

Bolton Council; Bolton; On-site; GBP 35,000 - 45,000; Full time

Job summary

A local government authority is seeking a Principal Complaints Officer to lead high-level complaints and appeals. The successful candidate will manage complex cases, liaise with stakeholders including MPs, and ensure effective customer-focused improvements across services. The role requires strong communication skills and experience in complaint handling. Benefits include generous annual leave and flexible working arrangements, along with a supportive work environment.

Benefits

Generous annual leave

Flexible working arrangements

Access to Pension Scheme

Gym membership discounts

Employee wellbeing services

Qualifications

• Experience dealing with complex complaints in public or private sector.
• Ability to communicate effectively at all levels.
• Motivated to support service improvements.

Responsibilities

• Manage complex 'Stage 2' complaints and appeals.
• Liaise with stakeholders including Parliament members.
• Research and prepare professional responses to complaints.
• Train officers on new Ombudsman Code.

Skills

Experience in complaints handling

High level of written and spoken English

Organised and analytical

Problem-solving skills

Results-driven

Job description

We are looking for a Principal Complaints Officer to lead high‑level complaints and appeals across Bolton Council.

Responsibilities

• Manage a caseload of complex "Stage 2" complaints and appeals.
• Liaise with colleagues and stakeholders, from front‑line staff to members of Parliament, councillors and the Local Government and Social Care Ombudsman.
• Research and investigate cases, preparing balanced, professional responses to customers.
• Advising and training officers on the new Ombudsman Code to be implemented in April 2026, supporting a learning culture and continuous improvement.
• Play a central role in leading change and delivering customer‑focused improvements across the council’s 350 services.

Qualifications

• Experience in complaints handling, either in the public or private sector, with a proven record of dealing with complex cases.
• Customer‑focused, high level of written and spoken English, with the ability to communicate at all levels of the organisation.
• Organised, analytical and skilled in problem‑solving, able to conclude cases impartially and fact‑based.
• Results‑driven, motivated to support service improvements, and able to work effectively within a team.
• Fluency duty compliant – specified level of spoken English as per the person specification.

Benefits

• Generous annual leave allowance and flexible working arrangements.
• Access to Pension Scheme, salary sacrifice schemes and gym membership discounts.
• Employee wellbeing and support services.
• Opportunity to work in Bolton Town Hall with excellent transport links.

Applications will close at the end of a two‑week period or earlier if a suitable candidate is found.