Vivid Resourcing
Location: Guildford, UK
Contract: Interim
About the role
Our client, a local authority in Surrey, is looking for an experienced Complaints Officer to join its team on an interim basis. The role is responsible for the handling of customer complaints under the council’s corporate complaints procedure, making sure each one is investigated fairly, responded to on time and used to improve services.
You will be the main point of contact for complainants and service areas, coordinating investigations, gathering evidence and drafting clear, balanced responses. You will also deal with escalated complaints and enquiries from the Local Government and Social Care Ombudsman, working with service managers to agree remedies and follow-up actions.
The role suits a complaints professional who can take on a live caseload quickly. Good judgement, a calm approach to difficult conversations and a methodical eye for detail will be important, as will the ability to spot recurring themes and report them back to services.
Main responsibilities
- Manage a caseload of complaints from receipt through to final response, in line with the council’s complaints policy and agreed timescales
- Coordinate investigations with service teams and gather the evidence needed to reach a fair outcome
- Draft clear, accurate and empathetic complaint responses
- Handle escalated complaints and ombudsman enquiries, including preparing case files and responses
- Advise officers and managers on complaint handling, remedies and good practice
- Record and monitor complaints data accurately on the council’s case management system
- Identify trends and learning from complaints and report them to service managers
- Contribute to performance reporting on complaint volumes, response times and outcomes
- Support compliance with data protection, freedom of information and related requirements
- Handle sensitive and challenging contacts professionally, including contact with members and MPs where required
Requirements
Essential
- Proven experience handling complaints in a local government, public sector or comparable regulated environment
- Good working knowledge of complaints procedures and the role of the ombudsman
- Strong written communication skills, with experience drafting formal responses
- Ability to manage a varied caseload independently and to deadlines
- Sound judgement, tact and the ability to manage difficult conversations
- Good attention to detail and confident use of IT and case management systems
Desirable
- Previous experience in a local authority complaints team
- Experience of handling Local Government and Social Care Ombudsman cases
- Experience of producing complaints performance and learning reports
- A relevant qualification in complaints handling, customer service or a related area
The offer
- Interim position in Guildford
- Rate, start date, duration and working pattern to be confirmed with candidates
- The chance to join an established team and make an immediate contribution to a live complaints caseload
If you are an experienced Complaints Officer looking for an interim role in Guildford, this position offers varied casework and the chance to influence how a local authority learns from its residents. Apply below.