Public Complaints & Service Improvement Officer

Herefordshire Council; Hereford; On-site; GBP 28,000 - 32,000; Full time

Benefits offered by this job

LGPS

Annual Leave 31 days

Flexible working

Employee Assistance Programme

Job summary

Herefordshire Council is seeking a motivated Complaints Officer to join the Governance and Law Team in the Corporate Services Directorate. You will be the key contact for the public, handling complaints, information requests and feedback with professionalism and fairness.

You will work with service managers, elected members and partners to ensure timely responses and drive service improvements. Responsibilities include recording and monitoring feedback, conducting investigations, and developing

Qualifications

• Experience handling complaints or information requests in a public sector or regulated environment.
• Able to build and maintain positive relationships with customers, colleagues and external partners.
• Confident in managing competing priorities, organising caseloads and working independently.
• Excellent communicator with strong interpersonal, negotiation and mediation skills.
• Experienced in analysing information and producing performance reports.
• Proficient with CRM systems and Microsoft Office applications.
• Able to exercise sound judgement and make balanced decisions in challenging situations.
• Committed to high-quality customer service and continuous improvement.
• Aware of equality, fairness and inclusion.

Responsibilities

• Act as single point of contact for complaints, compliments, comments and information requests.
• Record, monitor and report on customer feedback via CRM.
• Investigate complaints and act as Investigating Officer where required.
• Support development of policies and procedures relating to complaints and access to information.
• Coordinate with managers, councillors and service areas for timely responses.
• Analyze data to identify trends and opportunities for service improvement.
• Produce monitoring and management information reports.
• Promote awareness of complaints and information governance procedures.
• Support training and guidance for managers and staff.
• Ensure compliance with legislation including FOI, DP and Equality.

Skills

Customer service

CRM systems

Microsoft Office

Interpersonal skills

Negotiation

Education

A-Level or equivalent

Tools

CRM systems

Microsoft Office

Job description

Herefordshire Council is seeking a motivated Complaints Officer to join the Governance and Law Team in the Corporate Services Directorate. You will be the key contact for the public, handling complaints, information requests and feedback with professionalism and fairness.

You will work with service managers, elected members and partners to ensure timely responses and drive service improvements. Responsibilities include recording and monitoring feedback, conducting investigations, and developing