At a Glance
- Tasks: Manage complex complaints and drive improvements in complaint handling.
- Company: Join a dynamic team within a local authority focused on customer service.
- Benefits: Competitive daily rate, hybrid working, and immediate impact on service delivery.
- Other info: Fast-paced environment with opportunities for professional growth and support.
- Why this job: Make a real difference by resolving complaints and enhancing customer experience.
- Qualifications: Experience with LGSCO investigations and strong decision-making skills required.
The predicted salary is between 27300 - 36400 £ per year.
3 Month Contract September start
£350-£400 per day
Inside IR35 (via umbrella)
Hybrid Working | 2 Days On Site – South East
Cvs are being reviewed immediately and interviews will be taking place shortly.
Are you an experienced Complaints Officer with a strong track record of managing complex local authority complaints? Do you thrive in fast-paced environments where you can bring structure, expertise and resilience to a service under pressure? This is an excellent opportunity for a skilled Complaints Officer to join a new team facing a significant backlog across Children’s, SEND and Corporate Complaints, including cases progressing to the Local Government & Social Care Ombudsman (LGSCO).
You will play a key role in driving improvements in complaint handling, supporting managers with complex cases, and ensuring responses are robust, compliant and customer-focused. With limited systems support currently in place, this assignment requires someone highly organised, proactive and confident in making informed decisions under pressure.
Your Role as Complaints Officer:
- Manage complex Corporate, Children’s Statutory and SEND complaints, including responses to LGSCO enquiries
- Provide expert guidance, challenge and support to operational teams on complaint handling and resolution
- Quality assure complaint responses, accuracy and excellent customer experience standards
- Manage difficult and persistent complainants, handling calls professionally and constructively
- Support the reduction of a significant complaints backlog whilst ensuring compliance with statutory and corporate deadlines
Your Previous Experience as Complaints Officer:
- Proven experience managing LGSCO investigations within a Local Authority
- Knowledge and experience of Statutory Children’s Complaints and/or SEND Complaints processes
- Strong decision-making skills with the ability to determine appropriate complaint pathways and resolutions
- Excellent organisational skills with experience managing high-volume, administratively complex caseloads
- Resilient and persistent, with a proven ability to work to demanding deadlines and stakeholder expectations
This Complaints Officer assignment offers the opportunity to make an immediate impact within a service that needs experienced and resilient complaint handling expertise. Your ability to bring clarity, consistency and professionalism will be highly valued from day one.
Our clients are passionate about creating and evolving a diverse workforce and do not discriminate against any employee or applicant. Recruiting decisions are based on your experience and skills. Any reasonable adjustments in the workplace will be fully supported during the application and hiring process.
Due to the fast-paced nature of interim recruitment, applications are reviewed as received and client requirements may change during the recruitment process. Whilst we endeavour to review all applications, we may not be able to respond individually to every candidate. Submission of an application, expression of interest or right to represent does not guarantee submission to a client, interview, placement, or engagement. Recruitment decisions ultimately remain subject to client requirements, availability, suitability, and selection processes.
Baltimore Consulting is committed to fair and inclusive recruitment practices, and all applications are considered based on the requirements of the role and the information available at the time of review.
Complaints Officer employer: Baltimore Consulting
Baltimore Consulting is an exceptional employer, offering a dynamic work environment in the heart of Central London. With a strong focus on employee growth and development, we provide opportunities for professional advancement while promoting a collaborative culture that values innovation and teamwork. Our hybrid working model ensures a healthy work-life balance, making it an ideal place for those seeking meaningful and rewarding employment in the housing and major works sector.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Officer
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Baltimore Consulting.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Baltimore Consulting. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Complaints Officer
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Baltimore Consulting.
How to prepare for a job interview at Baltimore Consulting
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Baltimore Consulting's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Baltimore Consulting offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
