At a Glance
- Tasks: Support the council’s customer complaints team to enhance service quality and customer satisfaction.
- Company: Join a dynamic council team focused on improving community outcomes.
- Benefits: Enjoy flexible working, generous leave, and access to the Local Government Pension Scheme.
- Other info: Hybrid working available with opportunities for community engagement and volunteering.
- Why this job: Make a real difference in customer experiences while developing your skills.
- Qualifications: Strong communication skills and experience in complaints investigation are a plus.
The predicted salary is between 30000 - 40000 £ per year.
The Complaints, Feedback and Compliance team manager is looking for someone to support the successful delivery of the council’s customer complaints and feedback team to provide a high quality and effective customer service in accordance with relevant legislation and organisational policies and procedures. We are looking for an individual who is passionate about improving customer outcomes and fosters good working relations with everyone they meet. A background in complaints investigation is advantageous. Hybrid working arrangements are available. Your contractual location will be the designated council office for your team.
Responsibilities
- Support the delivery of the council’s customer complaints and feedback team to provide high quality customer service in line with legislation and policies.
- Demonstrate resilience, drive and commitment, with the ability to work at pace in a changing, pressured environment.
- Contribute to continuous improvement in customer outcomes and maintain constructive working relationships.
Requirements / Qualifications
- Ability to converse and provide advice to members of the public in spoken English to CEFR level C2 during interviews.
- Experience in complaints investigation is advantageous.
- Demonstrates motivation, energy and a proactive approach to work.
Benefits and Working Arrangements
The Council offers flexible working practices, learning and development opportunities, and a benefits package including generous annual leave and access to the Local Government Pension Scheme. We also provide health and wellbeing initiatives, discounts and savings, and opportunities for community engagement and volunteering.
Additional Information
This post is suitable as a job share opportunity. For further information or an informal discussion please contact Eilidh Carricker (Head of Corporate Customer Services) eilidh.carricker@york.gov.uk or on 01904 553564.
Closing date: Wednesday 10 June 2026 at 12 midnight
Interview date: week commencing 15 June 2026
Internally advertised posts are only open to CYC, WWY and Be Independent employees. Explore and Veritau employees are not eligible to apply for these posts.
Customer Complaints and Feedback Advisor employer: City of York Council
As a member of the council's Complaints, Feedback and Compliance team, you will be part of an organisation that prioritises high-quality customer service and continuous improvement. With flexible working arrangements, generous annual leave, and a strong focus on employee wellbeing and development, this role offers a supportive work culture where your contributions directly impact community outcomes. Join us in fostering positive relationships and making a difference in the lives of residents while enjoying the benefits of a rewarding career in local government.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Complaints and Feedback Advisor
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on the council's values and how they approach customer service. This will help you tailor your responses and show that you're genuinely interested in improving customer outcomes.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with the public, it's crucial to demonstrate your ability to converse clearly and effectively. Try role-playing common scenarios with a friend to boost your confidence.
✨Tip Number 3
Show off your problem-solving skills! Be ready to share examples of how you've handled complaints or feedback in the past. Highlight your resilience and commitment to finding solutions, as this is key for the role.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a great way to reinforce your interest in the position and keep you top of mind.
We think you need these skills to ace Customer Complaints and Feedback Advisor
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with the role of Customer Complaints and Feedback Advisor. We want to see your passion for improving customer outcomes shine through!
Showcase Relevant Experience:If you have a background in complaints investigation, don’t hold back! Share specific examples that demonstrate your ability to handle customer feedback effectively. This will help us see how you can contribute to our team.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. We appreciate clarity, so make sure your points are easy to understand and directly related to the job description.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity. Don’t miss out!
How to prepare for a job interview at City of York Council
✨Know Your Stuff
Make sure you understand the council's policies and procedures regarding customer complaints. Familiarise yourself with relevant legislation so you can confidently discuss how you would handle various scenarios during the interview.
✨Show Your Passion
Demonstrate your enthusiasm for improving customer outcomes. Share examples from your past experiences where you've made a positive impact on customer service, especially in complaints investigation, to show that you're genuinely committed to this role.
✨Practice Your Communication Skills
Since you'll be conversing with the public, practice speaking clearly and confidently in English. Consider doing mock interviews with friends or family to refine your ability to articulate your thoughts and provide advice effectively.
✨Be Ready for Change
The role requires resilience and the ability to work in a fast-paced environment. Prepare to discuss how you've adapted to changes in previous jobs and how you maintain a positive attitude under pressure.
