Senior Complaints Officer

Civic Recruitment Limited; Dover; On-site; GBP 42,000 - 54,000; Full time

Job summary

Civic Recruitment Limited seeks a skilled complaints professional to deliver and oversee a council-wide complaints service under a 3-month local authority contract. You will ensure compliance with policies and statutory procedures, handle complex cases, and support service improvements through data analysis and stakeholder engagement.

The role requires strong knowledge of complaints legislation, experience leading investigations, and the ability to work with regulators and senior leaders to

Qualifications

• Significant experience managing complex corporate and statutory complaints within local authorities or public sector.
• Strong knowledge of complaints legislation, Ombudsman processes, and complaint handling frameworks.
• Experience conducting investigations, analysing evidence, and producing detailed reports and recommendations.
• Proven ability to influence, advise, and challenge senior stakeholders to achieve service improvements and regulatory compliance.
• Experience analysing performance data, identifying trends, and implementing continuous improvement initiatives.
• Excellent written and verbal communication skills with the ability to present complex information clearly and professionally.
• Experience delivering training, guidance, or support to managers and operational teams.
• Strong stakeholder management and relationship-building skills.
• Understanding of local government operations, governance, and political environments.
• Knowledge of FOI, Data Protection, GDPR, and related legislation is desirable.
• Proficiency in complaint management systems, case management software, and Microsoft Office applications.
• Ability to manage competing priorities and work effectively in a fast-paced environment.

Responsibilities

• Manage and investigate complex corporate and statutory complaints, ensuring fair, timely, and legally compliant outcomes.
• Provide expert advice and guidance to council officers, elected members, and stakeholders on complaints legislation, policies, procedures, and best practice.
• Act as a key liaison with external regulators, including the Local Government & Social Care Ombudsman (LGSCO), Housing Ombudsman, and other relevant bodies.
• Support the development, implementation, and continuous improvement of complaints processes, policies, systems, and performance frameworks.
• Analyse complaints data, customer feedback, Ombudsman decisions, and service performance information to identify trends, risks, and improvement opportunities.
• Produce high-quality reports, briefings, and recommendations for senior managers, elected members, and leadership teams.
• Deliver training, guidance, and awareness sessions to improve complaint handling standards across the organisation.
• Build and maintain effective relationships with directorates, partner organisations, contractors, and stakeholders to promote service improvement and compliance.
• Lead or support audits, inspections, quality assurance reviews, and compliance activities relating to complaint handling.
• Develop action plans and monitor implementation of service improvements arising from complaint investigations and customer feedback.
• Support benchmarking activities and identify best practice from other local authorities, regulators, and industry standards.
• Depose for the Complaints Manager when required, providing leadership, guidance, and operational support.
• Contribute to wider Information Governance, Complaints, and Members Enquiries functions as required.

Skills

Complaints management

Regulatory compliance

Stakeholder management

Data analysis

Reporting

Training delivery

Case management software

Microsoft Office

Tools

Case management software

Microsoft Office

Job description

Tower Hamlets, United Kingdom | Posted on 12/06/2026

At Civic Recruitment and Limited, we know that individuals are more than just fixed expenses; they are the cornerstone of every thriving organisation.  That’s why we are passionate about transforming recruitment in the public and private sectors.

In the modern job market, organisations in both public and private sectors face significant workforce challenges. Public sector entities, such as local councils and central government departments, often struggle with lengthy recruitment processes, limited access to qualified candidates, and stringent budgetary and regulatory constraints. Private sector businesses, on the other hand, encounter high turnover rates, difficulties managing a mix of permanent and temporary staff, and challenges in sourcing specialised talent for niche industries. These sector-specific obstacles, coupled with the universal complexities of payroll management, create a pressing need for efficient workforce solutions.

Civic Recruitment Limited addresses these challenges with innovative recruitment and payroll solutions tailored for diverse organisational needs. Recognising the critical hurdles organisations face, the company leverages its expertise to streamline processes, reduce recruitment times, and alleviate administrative burdens. With an extensive database of over 1 million pre-screened candidates, Civic Recruitment Limited is well-positioned to cater to the specific needs of both public and private sectors.

Job Description

3 Month Contract With A Local Authority

Job Purpose

To deliver and oversee a council-wide complaints service, ensuring compliance with corporate policies, statutory complaint procedures, and regulatory requirements. The role is responsible for managing complex complaints, supporting service improvements through complaint analysis, providing expert guidance to stakeholders, and working with senior leaders, regulators, and partner organisations to improve customer outcomes and organisational performance.

Key Responsibilities

• Manage and investigate complex corporate and statutory complaints, ensuring fair, timely, and legally compliant outcomes.
• Provide expert advice and guidance to council officers, elected members, and stakeholders on complaints legislation, policies, procedures, and best practice.
• Act as a key liaison with external regulators, including the Local Government & Social Care Ombudsman (LGSCO), Housing Ombudsman, and other relevant bodies.
• Support the development, implementation, and continuous improvement of complaints processes, policies, systems, and performance frameworks.
• Analyse complaints data, customer feedback, Ombudsman decisions, and service performance information to identify trends, risks, and improvement opportunities.
• Produce high-quality reports, briefings, and recommendations for senior managers, elected members, and leadership teams.
• Deliver training, guidance, and awareness sessions to improve complaint handling standards across the organisation.
• Build and maintain effective relationships with directorates, partner organisations, contractors, and stakeholders to promote service improvement and compliance.
• Lead or support audits, inspections, quality assurance reviews, and compliance activities relating to complaint handling.
• Develop action plans and monitor implementation of service improvements arising from complaint investigations and customer feedback.
• Support benchmarking activities and identify best practice from other local authorities, regulators, and industry standards.
• Deputise for the Complaints Manager when required, providing leadership, guidance, and operational support.
• Contribute to wider Information Governance, Complaints, and Members Enquiries functions as required.

Requirements

• Significant experience managing complex corporate and statutory complaints within a local authority, public sector, housing, or similarly regulated environment.
• Strong knowledge of complaints legislation, Ombudsman processes, and complaint handling frameworks, including Adult Social Care, Children's Social Care, and Housing complaints procedures.
• Experience conducting investigations, analysing evidence, and producing detailed reports and recommendations.
• Proven ability to influence, advise, and challenge senior stakeholders to achieve service improvements and regulatory compliance.
• Experience analysing performance data, identifying trends, and implementing continuous improvement initiatives.
• Excellent written and verbal communication skills with the ability to present complex information clearly and professionally.
• Experience delivering training, guidance, or support to managers and operational teams.
• Strong stakeholder management and relationship-building skills.
• Understanding of local government operations, governance, and political environments.
• Knowledge of Freedom of Information (FOI), Data Protection, GDPR, and related legislation is desirable.
• Proficiency in complaint management systems, case management software, and Microsoft Office applications.
• Ability to manage competing priorities and work effectively in a fast-paced environment.

Additional Information

Location: London Borough of Tower Hamlets