Senior Complaints Officer

Coyles; Greater London; On-site; GBP 40,000 - 50,000; Full time

Job summary

A local government organization in Greater London is seeking a Senior Complaints Officer for a 3-month hybrid position. The role involves managing the complaints process, drafting responses, and analyzing data. Ideal candidates will have experience in local government and strong communication skills. Interested applicants should send their CV to Jahker at Coyle Personnel Ltd.

Qualifications

• Proven experience in managing complaints within local government or similar public sector environment.
• Excellent written and verbal communication skills with a professional tone.
• In-depth understanding of relevant legislation and statutory complaint processes.

Responsibilities

• Manage the end-to-end complaints process to ensure timely resolution.
• Draft and quality-assure final-stage complaint responses.
• Analyse and report on complaints data to senior management.

Skills

Complaint management

Communication skills

Stakeholder engagement

Analytical skills

Organizational skills

Job description

About the Role

One of my local government clients is seeking an experienced and highly capable Senior Complaints Officer for an initial three-month assignment. This is a critical role within the council, managing and overseeing complex corporate (non-statutory) and statutory complaints, ensuring high standards of service, compliance with statutory timescales, and a culture of continuous improvement across departments.

Key Responsibilities

• Manage the end-to-end complaints process, ensuring timely and high-quality resolution
• Draft and quality-assure final-stage complaint responses
• Handle Ombudsman cases and ensure organisational readiness and compliance
• Analyse and report on complaints data and trends to senior management and DMTs
• Provide expert guidance and support to service areas, promoting best practice in complaint handling
• Liaise with senior officers on sensitive and high-risk cases

About You

• Proven experience in managing complaints within local government or a similar public sector environment
• Excellent communication skills - both written and verbal - with a clear, concise, and professional tone
• Strong stakeholder engagement and relationship-building skills
• In-depth understanding of relevant legislation, policies, and statutory complaint processes
• Highly organised, analytical, and able to manage multiple priorities
• (Desirable) Experience in supporting or supervising junior colleagues

Additional Details

• Contract Length: 3 months (possible extension)
• Hybrid Working: 2 days per week onsite (remaining remote)
• Team: Complaints & Access to Information
• Reporting to: Complaints Team Manager

If interested in this role please send your CV to Jahker at Coyle Personnel Ltd