Complaints Officer

Location: Staffordshire
Contract: Permanent

About the role

Our client, a borough council in Staffordshire, is looking for a Complaints Officer to join its team on a permanent basis. The role sits at the centre of how the council handles customer feedback, making sure complaints are investigated fairly, answered clearly and resolved within agreed timescales.

You will manage a caseload of complaints across a range of council services, working with colleagues in different departments to gather evidence, establish the facts and agree a proportionate response. You will write clear, well-reasoned responses and, where cases escalate, handle the later stages of the process, including contact with the Local Government and Social Care Ombudsman and other regulators.

Beyond individual cases, the role supports learning and improvement. By identifying recurring issues and reporting on trends, you will help services make practical changes that improve the experience of residents. The successful candidate will be comfortable handling sensitive conversations and keeping a balanced, impartial approach.

Main responsibilities

• Receive, log and manage complaints in line with the council’s complaints policy and procedures
• Investigate complaints impartially, gathering evidence from services and speaking with complainants where appropriate
• Draft clear, accurate and empathetic responses at each stage of the process
• Work with service managers to agree resolutions and make sure agreed actions are delivered
• Handle escalated complaints and liaise with the Local Government and Social Care Ombudsman and other regulators
• Meet statutory and internal deadlines and keep accurate case records
• Identify trends and learning points and report on them to managers and senior colleagues
• Advise and support colleagues across the council on good complaint handling practice
• Contribute to the review and improvement of complaints policies, procedures and guidance
• Handle contact from members of the public, councillors and MPs relating to complaints, as required

Requirements

Essential

• Experience of handling and investigating complaints, ideally within a local authority or other public sector setting
• Strong written communication skills, with the ability to produce clear, balanced and accurate responses
• Good analytical and investigative skills, with attention to detail
• Ability to manage a busy caseload and work to deadlines
• Confident handling sensitive or difficult conversations with tact and professionalism
• Good IT skills, including experience of case management or complaints recording systems

Desirable

• Knowledge of the Local Government and Social Care Ombudsman process and relevant complaints legislation
• Experience of reporting on complaint trends and service learning
• A relevant qualification in complaints handling, customer service or a related field

The offer

• Permanent role with a borough council in Staffordshire
• Varied caseload across a range of council services
• Opportunity to influence service improvement through complaint learning
• Salary to be confirmed with candidates

This role suits someone who enjoys getting to the root of a problem, writes with clarity and wants to make a visible difference to how a council serves its residents. If you have complaints handling experience and are looking for a permanent position in local government, apply below.