At a Glance
- Tasks: Investigate and resolve complex complaints while driving service improvements.
- Company: Join Croydon Council, committed to outstanding customer service and community engagement.
- Benefits: Competitive salary, flexible working options, and a supportive work environment.
- Other info: Opportunity for career growth and professional development in a dynamic team.
- Why this job: Make a real difference by ensuring fairness and improving services for residents.
- Qualifications: Experience in complaint handling or strong investigative skills required.
The predicted salary is between 42060 - 43680 £ per year.
Job Description
- Salary range: Grade 9 £42,060- £43,680 p. a. plus fantastic benefits
- Hours of work: 36 hours per week
- Please note there are 3 x positions available
- 1 x Fixed Term Contract/Internal Secondment 12 months
- 2 x Internal secondments 6 months
Are you passionate about delivering outstanding customer service, resolving complex issues, and driving service improvement?
We are looking for a highly motivated and skilled Complaint Resolution Officer (Corporate) to join our Complaints Team on a 12-month fixed term contract (for external candidates) or a 12 month secondment (for internal candidates).
This is an exciting opportunity to play a key role in ensuring that residents' concerns are investigated fairly, thoroughly and compassionately, while helping services learn from complaints and improve outcomes across the organisation.
Requirements
As a Complaint Resolution Officer, you will lead on the investigation and management of complex Stage 2 complaints across a wide range of council services.
You will also support the management of Housing Ombudsman and Local Government & Social Care Ombudsman enquiries, ensuring responses are robust, timely and compliant with complaint handling requirements.
- You will work closely with senior managers, service teams and external partners to:
- Manage and coordinate complex complaint investigations from start to finish.
- Analyse evidence, identify findings and make recommendations for resolution and service improvement.
- Draft high-quality responses on behalf of senior leaders and directors.
- Coordinate responses to Ombudsman enquiries and decisions.
- Provide professional advice and guidance on complaint handling best practice.
- Deliver training and coaching to colleagues across the organisation.
- Promote a strong culture of learning from complaints and customer feedback.
- Support continuous improvement of complaint processes, reporting and performance.
We Are Looking For Someone Who Can Confidently Manage Sensitive And Complex Cases While Maintaining a Strong Customer Focus. You Will Have
- Experience of complaint handling or demonstrable transferable investigative skills.
- Knowledge of complaint handling best practice and customer feedback management.
- Experience of working with stakeholders at all levels, including senior managers.
- Experience of dealing with members of the public in challenging or sensitive situations.
- An understanding of relevant legislation, regulatory frameworks, or the ability to quickly acquire this knowledge.
Essential Skills
- Excellent written communication skills with the ability to explain complex matters clearly and concisely.
- Strong verbal communication and presentation skills.
- Excellent judgement and decision-making abilities.
- Strong analytical skills and the ability to review and interpret complex information.
- Ability to influence, challenge constructively and build effective working relationships.
- Excellent organisational skills and the ability to manage competing priorities.
- A resilient, proactive and solution-focused approach.
- A commitment to delivering high-quality customer outcomes.
If you have a passion for fairness, excellent customer service and driving positive change, we'd love to hear from you.
About Us
The Council balances its books, listens to residents, and delivers good sustainable services
- Get a grip on the finances and make the council financially sustainable
- Become a council which listens to, respects and works in partnership with Croydon’s diverse communities and businesses
- Strengthen collaboration and joint working with partner organisations and the voluntary, community and faith sectors
- Ensure good governance is embedded and adopt best practice
- Develop our workforce to deliver in a manner that respects the diversity of our communities
- Key Business Plan Outcomes
- Croydon is a place of opportunity for business, earning and learning
- Children and young people in Croydon have the chance to thrive, learn and fulfil their potential
- Croydon is a cleaner, safer and healthier place, a borough we’re proud to call home
- People can lead healthier and independent lives for longer
- Croydon Council’s new ways of working
- Equal Opportunities Statement
Croydon Council is an inclusive employer and welcomes applications from all sections of the community.
Subject to business needs, we will be pleased to consider applications from candidates seeking flexible working arrangements and support hybrid working, whereby staff attend the workplace for part of their working week and work from home, or elsewhere, remotely for the rest of the time.
As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the advertised role.
Croydon council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all staff to share this commitment.
The Successful candidate will be subject to a DBS check, if the role requires one.
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Complaints Officer employer: Croydon Council
Croydon Council is an excellent employer, offering a supportive work environment where compassion and community service are at the forefront. As a Resource Officer at the South London Coroner’s Court, you will not only play a vital role in assisting bereaved families but also benefit from flexible working options and opportunities for professional growth within a diverse and inclusive team. The council values its employees, providing a meaningful career path in public service that truly makes a difference in people's lives.
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 Croydon Council.
✨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 Croydon Council. 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 Croydon Council.
How to prepare for a job interview at Croydon Council
✨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 Croydon Council'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 Croydon Council 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!
