At a Glance
- Tasks: Investigate and resolve complaints, ensuring fair and professional handling.
- Company: Join Oldham Council, dedicated to improving resident services.
- Benefits: Enjoy 25 days annual leave, pension scheme, and wellbeing support.
- Other info: Flexible working options and a supportive team environment.
- Why this job: Make a real difference in residents' lives while developing your skills.
- Qualifications: Strong analytical and communication skills required.
The predicted salary is between 31537 - 34434 £ per year.
Directorate: Resources, Customer Experience, Customer Operations
Service: Customer Feedback
Ref: 001684
Contract Type: Permanent
Salary: Grade 5, £31,536.89 - £34,433.71
Hours per week: 36.66, Full time
Location: Spindles Office for majority of week with some homeworking.
Closing date: Sunday 30th August 2026
Shortlisting and interview dates:
- Shortlisting: Thursday 3rd and Friday 4th September.
- Interviews: Wednesday 16th September.
Role overview
Complaints Officers play a vital role in helping Oldham Council deliver resident focussed services, driving service improvements and maintaining trust with our residents. You will be responsible for working with council services to investigate concerns, coordinate responses and ensure that every complaint is handled fairly, professionally, and in line with corporate policies and procedures and the relevant complaints legislation. This is an exciting opportunity for a resident focused individual who is passionate about improving services and achieving positive outcomes for residents. Working closely with colleagues across the organisation, you will use your excellent communication, problem-solving and analytical skills to manage a varied caseload. You will be well-organised and enjoy working as part of a small, high-performing complaints team. You will be familiar with the legislation that shapes complaints services. If you are resilient, well-organised and empathetic and committed to delivering excellent customer experience, we would love to hear from you.
Key responsibilities
- To support the efficient and effective operation of all complaint policies in compliance with multiple complaints management legislation (children’s social care complaints, adult social care complaints and corporate complaints and partner agencies as required).
- To be the first point of contact for those wishing to make complaints, monitoring the team’s mailboxes and telephone lines.
- To monitor the progress of complaints, preparing weekly progress reports and ensuring that information held on the team’s database is up to date.
- To prepare complaint action plans, review service responses and support in the investigation of complaints, critically analysing evidence in order that appropriate resolution and remedy is achieved.
- To ensure information about the complaints process and details of individual investigation outcomes are sensitively and appropriately communicated to complainants and their representatives, including children, young people and vulnerable adults, making reasonable adjustments where necessary.
- To facilitate gatekeeping of the council’s complaints processes and identify where other means of resolution is appropriate, such as children’s services representations and service requests.
Key requirements
- Analytical skills to investigate, collate and evaluate varied information, contributing to decisions based on own findings.
- Excellent interpersonal skills, including the ability to explain complex issues clearly, sensitively and diplomatically, to a wide range of audiences, both verbally and in writing.
- Ability to manage customer expectations and deliver difficult and contentious messages.
- Ability to maintain confidentiality and work on sensitive issues.
- Ability to complete tasks to regularly conflicting deadlines, working under pressure to reprioritise own work, without direct supervision.
About us
We want Oldham to have vibrant, safe neighbourhoods where people are proud to live with opportunities for healthier, more fulfilled lives; and a sustainable, thriving economy. As we look to the future, the challenges may be significant, but so are the opportunities. We’ve identified three missions with our residents and partners, focusing on what will deliver the biggest impact: A Great Place to Live, Healthier, Happier Lives, and Green and Growing. We’re looking for candidates who will support us to achieve our ambitions.
Our values and behaviours
By driving innovation, investing in our people, and championing our communities, we will ensure that Oldham continues to be a place where everyone can live their best life. To support this, we have three core values which define who we are and how we operate. These are ‘Proud, Ambitious, and Together’, and they shape our culture, inform our decisions, and inspire us to deliver on our commitments to the people of Oldham. We have translated these values into five behaviours which guide our actions and are the standards we hold ourselves to, day in and day out:
- Work with a resident focus
- Support local leaders
- Committed to the borough
- Delivery high performance
- Take ownership and drive change
Our benefits package
At Oldham Council we offer a great benefits package for our employees, which includes the following:
- 25 days annual leave which increases after 5 and 10-years’ service
- The option to purchase additional annual leave.
- An attractive LGPS benefit pension scheme with the option to make shared cost additional voluntary contributions.
- Discounted gym membership with Oldham Active.
- Staff discount scheme for shopping, entertainment, eating-out, eating-in, travel, motoring and more.
- Salary sacrifice scheme for home and electronics and Cycle to Work.
- Wellbeing support, including a Mental Health First Aider network and an Employment Assistance Programme that provides 24 hours access to advice and support.
- Staff recognition and celebration events.
- Peer support groups.
Inclusive recruitment
We work closely with employees to help them work at their best, including making adjustments such as flexible working, describing available working patterns, providing equipment or making changes to the workplace. We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and therefore expect all staff and volunteers to share this commitment.
Data and privacy
For details of how we use your data please see our Privacy Notice.
Important information
Please note that should a vacancy that has been released for internal or external recruitment be deemed suitable for a current employee at risk of redundancy, it can be pulled back at any point, up to the post being formally offered to a candidate who is not at risk of redundancy.
Complaints Officer in Oldham employer: Allscreens Nationwide Ltd
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StudySmarter Expert Advice🤫
We think this is how you could land Complaints Officer in Oldham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Allscreens Nationwide Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Allscreens Nationwide Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaints Officer in Oldham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Allscreens Nationwide Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Allscreens Nationwide Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Allscreens Nationwide Ltd!
How to prepare for a job interview at Allscreens Nationwide Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
