Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Capture customer feedback and resolve complaints to enhance community services.
- Company: Join Babergh and Mid Suffolk District Councils, dedicated to improving local communities.
- Benefits: Enjoy generous leave, pension scheme, wellbeing support, and flexible working options.
- Other info: Hybrid working model with great career growth opportunities.
- Why this job: Make a real difference in residents' lives while developing your skills in a supportive environment.
- Qualifications: Strong communication, problem-solving, and data analysis skills are essential.
The predicted salary is between 37280 - 44075 £ per year.
Babergh and Mid Suffolk District Councils
Address: Customer Access Point, Stowmarket, Suffolk IP14 1AD
Salary: £37,280 - £44,075 per annum (pro rata for part time)
Hours: Full Time, 37 hours per week
Contract: Permanent
This role is open to full time, part time, and job share applications, all of which will be assessed equally.
Join our team. We are looking for a Complaints and Feedback Officer to join our Customer Experience team. If you share our values and you are motivated to make a difference for our residents, clients, and communities, we would love to hear from you.
About the role
Working within the Customer Experience Team, in this critical role, you will be responsible for capturing customer feedback and ensuring that it is processed accordingly and that customer complaints are dealt with in accordance with the Joint Compliments, Comments and Complaints Policy. You will strive to improve customer experience through embedding a complaints culture which encourages and supports complaints being resolved at the earliest possible opportunity. Through responses to escalated complaints, you will provide data and insight to help us improve services for our customers. Working collaboratively across the organisation you will embed a culture of excellence with complaints being resolved effectively and efficiently. You will keep records of compliments and feedback to help capture best practice and disseminate this across the organisation, whilst also transparently sharing complaints information, ensuring lessons are learnt and acted upon. You will provide management information, proactively used to improve our services, including producing an annual report for our residents and scrutiny committee.
About you
We are looking for a dedicated, proactive and customer focussed person who demonstrates attention to detail, strong data analysis and is able to communicate effectively at all levels with both internal and external customers. You will be resolution focussed, always putting customers at the heart of everything you do and striving to improve the services we provide. You will need to demonstrate good problem-solving skills along with the ability to enquire and ask questions to fully understand and respond to problems and complaints. You will have good influencing, negotiating and persuasive skills, communicating with a natural sense of empathy and diplomacy.
About us
At Babergh and Mid Suffolk District Councils we are passionate about building communities that people want to live, work, visit and invest in. We serve around 200,000 residents across our two districts and are well known for our collaboration and partnership working across public, private and voluntary sectors. We believe that the heart of Suffolk is an incredibly special place to live and work, with:
- 60 conservation areas
- two National Landscapes
- many picturesque market towns
It is no surprise we are ranked among the top 50 places to live in the UK.
Benefits
We offer a comprehensive benefits package, including:
- Generous leave entitlement (26 days a year, rising to 31 days after 5 years).
- Competitive Local Government Pension Scheme.
- Wellbeing Support and Employee Assistance Programs.
- Private Health Care Options.
- Electric Vehicle Salary Sacrifice Scheme.
- Paid volunteering days.
- Flexible and hybrid working arrangements (Business needs permitting).
- Great learning and development opportunities.
Our ways of working
We believe work is what we do, not just where we go. We work in a hybrid way, with a mix of office, home, and remote based working (Business need permitting). Our hybrid working arrangements support flexibility and collaboration, helping our teams to thrive. We are committed to equality, diversity and inclusion, providing opportunity and ambition for all, supporting and enabling our people to deliver the best possible services for our residents.
For more information
For an informal discussion about this role, please contact Gary Allen. Please read the Job Description and Person Specification before applying for this job opportunity.
Closing date: 5.00 pm, 21 May 2026.
How to apply
Please ensure your application form is fully completed, including employment and education history. Your supporting statement should clearly address how you meet the criteria in the Person Specification.
This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS checks or police vetting will be required for relevant posts.
Complaints and Feedback Officer, STOWMARKET employer: Babergh and Mid Suffolk District Councils
Contact Detail:
Babergh and Mid Suffolk District Councils Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints and Feedback Officer, STOWMARKET
✨Tip Number 1
Get to know the company! Research Babergh and Mid Suffolk District Councils, their values, and recent projects. This will help you tailor your approach during interviews and show that you're genuinely interested in making a difference.
✨Tip Number 2
Practice your communication skills! As a Complaints and Feedback Officer, you'll need to communicate effectively with various stakeholders. Role-play common scenarios with friends or family to build your confidence.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend local events. This can give you insider knowledge about the role and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're serious about joining our team and contributing to improving customer experiences.
We think you need these skills to ace Complaints and Feedback Officer, STOWMARKET
Some tips for your application 🫡
Read the Job Description Carefully: Before you start your application, take a good look at the job description and person specification. Make sure you understand what we're looking for in a Complaints and Feedback Officer so you can tailor your application to highlight your relevant skills and experiences.
Craft a Strong Supporting Statement: Your supporting statement is your chance to shine! Clearly address how you meet the criteria outlined in the person specification. Use specific examples from your past experiences to demonstrate your customer focus, problem-solving skills, and ability to communicate effectively.
Be Thorough with Your Application Form: Don’t rush through the application form. Ensure every section is fully completed, especially your employment and education history. We want to see your journey and how it aligns with the role, so be detailed and honest!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us without any hiccups. Plus, you’ll find all the information you need about the role and our values right there!
How to prepare for a job interview at Babergh and Mid Suffolk District Councils
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the job description for the Complaints and Feedback Officer role. Familiarise yourself with the key responsibilities, such as capturing customer feedback and resolving complaints. This will help you demonstrate your knowledge and show that you're genuinely interested in making a difference.
✨Showcase Your Customer Focus
During the interview, highlight your customer service experience and how you've successfully handled complaints in the past. Use specific examples to illustrate your problem-solving skills and your ability to communicate effectively with both internal and external customers. This will show that you put customers at the heart of everything you do.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your ability to handle complaints and feedback. Think about how you would approach various situations, such as an escalated complaint or a difficult customer interaction. Practising your responses will help you feel more confident and articulate during the interview.
✨Emphasise Collaboration Skills
Since the role involves working collaboratively across the organisation, be prepared to discuss your teamwork experiences. Share examples of how you've worked with others to resolve issues or improve processes. This will demonstrate your ability to embed a culture of excellence and support the team's goals.