Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Manage complaints and support residents in a dynamic local government environment.
- Company: Join a collaborative team within Richmond and Wandsworth Councils.
- Benefits: Competitive hourly rate, flexible working, and professional development opportunities.
- Why this job: Make a real difference by helping residents and improving community services.
- Qualifications: Experience in handling complaints and strong communication skills required.
- Other info: Enjoy a supportive team culture with opportunities for career growth.
Take the next step in your career now, scroll down to read the full role description and make your application.
Location: Southwest / West London (remote working - occasional office visit - Either Twickenham or Wandsworth)
Hourly rate £21.70 PAYE / £28.29 Umbrella
Contract Length: 3-month contract (possibility of extension)
Working Pattern: Full Time, Monday - Friday, 36 hours
ASAP Start
We are looking for a committed and highly organised Complaints Officer to join our Residents Engagement team within the Richmond and Wandsworth Shared Staffing Arrangement (SSA). This is an exciting opportunity to play a key role in ensuring that residents' concerns are handled efficiently, fairly and in line with statutory responsibilities.
Working across both Councils, you will support the management of complaints under the Corporate, Ombudsman, Adult Social Care, and Children Act procedures. You will manage your own caseload, provide guidance to colleagues at all levels, and help maintain high-quality processes that put residents at the centre of our work.
Key Responsibilities- Act as the first point of contact for residents wishing to make a complaint.
- Manage a personal caseload, ensuring all responses are delivered within statutory and corporate timescales.
- Provide advice and support to Councillors, senior officers and service managers.
- Record, monitor, and report on complaint progress and compliance.
- Identify safeguarding concerns or potential data protection issues and ensure appropriate escalation.
- Support the ongoing review and improvement of complaints processes and public information.
- For Children Act complaints, support the setup and administration of Stage 3 Review Panels.
You must have:
- Knowledge of relevant legislation such as Local Government & Social Care Ombudsman, Adult Social Care statutory complaints, Children Act complaints procedures.
- Extensive knowledge of complex complaints handling.
- Experience of handling/resolving complaints including Ombudsman complaints, Corporate complaints, Adult Social Care complaints, Children Act complaints.
- Experience managing complex customer service queries in a high-demand environment.
- Strong interpersonal and communication skills, with the ability to engage sensitively with the public and represent the service professionally.
- Ability to interpret and present complex information clearly.
- Competence with Microsoft Office 365 and case management systems.
- Ability to work within defined processes and policy frameworks.
- Strong organisational skills and the ability to prioritise in a fast-paced environment.
- A good standard of education (GCSE Grade C/4 in English & Maths or equivalent).
- The chance to develop professionally within a large, innovative local government partnership.
- A supportive team environment that values collaboration, equality and diversity.
- Flexible working across two sites (Wandsworth Town Hall & Twickenham Civic Centre).
Complaints Officer in Wandsworth employer: Adecco
Contact Detail:
Adecco Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Officer in Wandsworth
✨Tip Number 1
Network like a pro! Reach out to your connections in the local government or complaints handling sectors. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to complaints management. Think about your past experiences and how they relate to the role of a Complaints Officer. We want you to shine!
✨Tip Number 3
Showcase your skills! Bring along examples of how you've handled complex complaints in the past. This will demonstrate your expertise and give you an edge over other candidates.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Complaints Officer in Wandsworth
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your experience aligns with the role of Complaints Officer. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Experience: When detailing your past roles, focus on your experience with complaints handling and customer service. We want to see examples of how you've managed complex queries and resolved issues effectively.
Be Clear and Concise: Keep your writing clear and to the point. We appreciate well-structured applications that are easy to read. Avoid jargon unless it's relevant to the role, and make sure your key skills stand out.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you're considered for the role. We can't wait to hear from you!
How to prepare for a job interview at Adecco
✨Know Your Legislation
Familiarise yourself with the relevant legislation, especially around complaints handling. Brush up on the Local Government & Social Care Ombudsman guidelines and the Children Act procedures. This knowledge will not only help you answer questions confidently but also demonstrate your commitment to the role.
✨Showcase Your Experience
Prepare specific examples from your past experiences where you've successfully managed complex complaints. Be ready to discuss how you handled these situations, what processes you followed, and the outcomes. This will highlight your problem-solving skills and ability to work under pressure.
✨Communicate Clearly
Practice articulating complex information in a clear and concise manner. During the interview, focus on how you can engage sensitively with residents and represent the service professionally. Good communication is key in this role, so make sure you convey your thoughts effectively.
✨Demonstrate Organisational Skills
Be prepared to discuss how you prioritise tasks in a fast-paced environment. Share examples of how you've managed your caseload efficiently while meeting deadlines. This will show that you can handle the demands of the role and keep residents at the centre of your work.
