Complaints Officer

Civic Recruitment Limited; Braintree (MA); On-site; USD 34,000 - 43,000; Full time

Job summary

Civic Recruitment Limited is seeking a Complaints Officer for a 6-month contract with a local authority. You will lead the management of complaints for the Council's Waste and Recycling service, investigating and responding to customers promptly and professionally.

Collaboration with operations teams and stakeholders is essential to ensure timely resolutions, with focus on vulnerable customers and continuous service improvement.

Qualifications

• Experience handling customer complaints and investigations in a busy, customer-focused environment.
• Ability to deliver excellent service to diverse customers, including vulnerable individuals.
• Strong written and verbal communication across multiple channels (phone, email, letters).

Responsibilities

• Investigate, manage, and resolve Stage 1 complaints related to Operations, Waste, and Recycling within service standards.
• Gather and analyse information from departments to prepare accurate responses.
• Coordinate with Waste Operations and Sustainability teams to obtain evidence.
• Ensure actions comply with Council policies, legislation, and best practices.
• Maintain thorough records of complaints and outcomes in the system.

Skills

Customer service

Complaint handling

Communication

Investigation

Education

GCSE English and Maths

Continuous professional development

Job description

Braintree, United Kingdom | Posted on 22/07/2026

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

6-month contract role with a local authority

Summary

• This 6-month contract role with a local authority is designed to lead and coordinate the effective management of complaints related to the Council's Waste and Recycling Collection Service. As a Complaints Officer, you will be responsible for investigating and responding to customer complaints, ensuring that issues are resolved promptly, professionally, and within agreed timescales. This role requires close collaboration with operational teams, gathering and analysing information, supporting vulnerable customers, and identifying opportunities for continuous service improvement through effective complaint monitoring and reporting.

Responsibilities

• Investigate, manage, and resolve Stage 1 complaints related to Operations, Waste, and Recycling services within agreed service standards and timescales.
• Gather, review, and analyse information from relevant departments to ensure accurate, comprehensive, and timely complaint responses.
• Liaise with Waste Operations, Waste Minimisation and Sustainability teams, managers, and other stakeholders to obtain relevant evidence and information.
• Ensure all issues raised by complainants are addressed in line with Council policies, procedures, legislation, and best practice guidelines.
• Maintain accurate records of complaints, investigations, correspondence, outcomes, and supporting documentation on the Council's complaint management systems.

Requirements:

Essential Experience Required:

• Experience handling customer complaints, investigations, or customer resolutions within a busy customer-focused environment.
• Experience delivering excellent customer service to diverse customer groups, including vulnerable individuals.
• Experience communicating effectively through multiple channels, including telephone, email, and written correspondence.

Essential Qualifications Required:

• GCSE Grade C/4 or above (or equivalent) in English and Mathematics.
• Evidence of continuous professional development relevant to customer service, complaints handling, or administration.

Additional Information

• Working hours: 37 hours per week.
• Due to the nature of this role, the successful candidate will be required to work on-site, 5 days per week.
• We work on a bi-weekly schedule.
• The role closes on 27th July 2026.