At a Glance
- Tasks: Manage and investigate complex complaints, ensuring fair and timely outcomes.
- Company: Local authority committed to improving customer service and organisational performance.
- Benefits: Competitive pay, flexible hours, and opportunities for professional development.
- Other info: Dynamic role with opportunities for growth in a supportive environment.
- Why this job: Make a real difference in the community by enhancing complaint handling processes.
- Qualifications: Experience in managing complaints and strong communication skills required.
The predicted salary is between 40000 - 50000 £ per year.
Job Purpose
To deliver and oversee a council-wide complaints service, ensuring compliance with corporate policies, statutory complaint procedures, and regulatory requirements. The role is responsible for managing complex complaints, supporting service improvements through complaint analysis, providing expert guidance to stakeholders, and working with senior leaders, regulators, and partner organisations to improve customer outcomes and organisational performance.
Key Responsibilities
- Manage and investigate complex corporate and statutory complaints, ensuring fair, timely, and legally compliant outcomes.
- Provide expert advice and guidance to council officers, elected members, and stakeholders on complaints legislation, policies, procedures, and best practice.
- Act as a key liaison with external regulators, including the Local Government & Social Care Ombudsman (LGSCO), Housing Ombudsman, and other relevant bodies.
- Support the development, implementation, and continuous improvement of complaints processes, policies, systems, and performance frameworks.
- Analyse complaints data, customer feedback, Ombudsman decisions, and service performance information to identify trends, risks, and improvement opportunities.
- Produce high-quality reports, briefings, and recommendations for senior managers, elected members, and leadership teams.
- Deliver training, guidance, and awareness sessions to improve complaint handling standards across the organisation.
- Build and maintain effective relationships with directorates, partner organisations, contractors, and stakeholders to promote service improvement and compliance.
- Lead or support audits, inspections, quality assurance reviews, and compliance activities relating to complaint handling.
- Develop action plans and monitor implementation of service improvements arising from complaint investigations and customer feedback.
- Support benchmarking activities and identify best practice from other local authorities, regulators, and industry standards.
- Deputise for the Complaints Manager when required, providing leadership, guidance, and operational support.
- Contribute to wider Information Governance, Complaints, and Members Enquiries functions as required.
Requirements
- Significant experience managing complex corporate and statutory complaints within a local authority, public sector, housing, or similarly regulated environment.
- Strong knowledge of complaints legislation, Ombudsman processes, and complaint handling frameworks, including Adult Social Care, Children's Social Care, and Housing complaints procedures.
- Experience conducting investigations, analysing evidence, and producing detailed reports and recommendations.
- Proven ability to influence, advise, and challenge senior stakeholders to achieve service improvements and regulatory compliance.
- Experience analysing performance data, identifying trends, and implementing continuous improvement initiatives.
- Excellent written and verbal communication skills with the ability to present complex information clearly and professionally.
- Experience delivering training, guidance, or support to managers and operational teams.
- Strong stakeholder management and relationship-building skills.
- Understanding of local government operations, governance, and political environments.
- Knowledge of Freedom of Information (FOI), Data Protection, GDPR, and related legislation is desirable.
- Proficiency in complaint management systems, case management software, and Microsoft Office applications.
- Ability to manage competing priorities and work effectively in a fast-paced environment.
Additional Information
Location: London Borough of Tower Hamlets
Hours: 35 hours per week
Pay: Bi-weekly payments available
Senior Complaints Officer employer: Civic Recruitment Limited
As a Senior Complaints Officer with the London Borough of Tower Hamlets, you will be part of a dynamic local authority committed to enhancing community services and ensuring compliance with regulatory standards. The council fosters a collaborative work culture that values employee development through training and continuous improvement initiatives, providing you with the opportunity to make a meaningful impact on customer outcomes while working alongside dedicated professionals in a vibrant urban environment.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Complaints Officer
✨Dive into Industry Groups
Join compliance and risk management groups on platforms like LinkedIn and Facebook. These communities often share temp job postings and insights. You’d be surprised at how many temporary gigs float around through word of mouth!
✨Showcase Your Expertise
Consider creating content on compliance topics that get you noticed—think LinkedIn articles or even a blog. This not only shows off your knowledge but can grab the attention of companies like Civic Recruitment Limited when they’re searching for someone to fill a temporary position.
✨Tap into Recruitment Agencies
Reach out to recruitment agencies that specialise in compliance and risk roles. They’re usually in touch with companies looking to fill temporary roles, which can save us a lot of time in our job search.
✨Go Local with Networking
Attend local compliance and risk seminars or workshops. Meeting professionals in our area can open up temp opportunities, and it’s a great way to make your face known in the industry—plus, you might even meet someone from Civic Recruitment Limited!
We think you need these skills to ace Senior Complaints Officer
Some tips for your application 🫡
Show Your Compliance Know-How:When you’re applying for a compliance-risk role like Senior Complaints Officer, make sure to highlight your understanding of industry regulations and risk management principles. Mention any relevant coursework, certifications, or projects that showcase your expertise in these areas—it's what sets you apart!
Highlight Your Analytical Skills:In the compliance-risk field, strong analytical skills are essential. Talk about your experiences that required critical thinking and data analysis, whether in past roles, internships, or academic projects. Show us how you've identified risks and implemented solutions in the past.
Tailor Your CV for the Temporary Role:Since this is a temporary role, focus on your availability and flexibility in your CV. Highlight any previous short-term roles or projects that demonstrate your ability to adapt quickly and deliver results in a fast-paced environment. This helps employers see you as an easy fit in their team!
A Concise Cover Letter is Key:Keep your cover letter short and focused! Explain why you're interested in the compliance-risk area specifically for this temporary position at Civic Recruitment Limited. Mention what you hope to learn and achieve, showing your enthusiasm and motivation to contribute positively during your time there.
How to prepare for a job interview at Civic Recruitment Limited
✨Know Your Compliance Basics
Make sure you're clued up on the key compliance and risk regulations pertinent to the industry you're applying to. Understanding frameworks like GDPR or AML will not only impress but also show that you’re ready to hit the ground running in your temporary role at Civic Recruitment Limited.
✨Prepare for Scenarios
Expect scenario-based questions that test your problem-solving skills. They might ask how you'd handle a specific compliance issue. Think through real situations you’ve encountered in past roles or study hypothetical cases to showcase your analytical skills and practical judgement during the interview.
✨Highlight Your Adaptability
Since this is a temporary position, emphasise your ability to adapt quickly to new environments and team dynamics. Share examples of how you’ve successfully adjusted to changes in past roles and how this flexibility can benefit Civic Recruitment Limited in the short term.
✨Gather Your Technical Tools
Familiarise yourself with commonly used compliance tools or software, as they might come up in the interview. If you've used tools for risk assessments or compliance tracking, mention those and be ready to discuss how they can streamline processes at Civic Recruitment Limited.
