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- Tasks: Respond to complaints and enquiries, ensuring high-quality communication.
- Company: Join Cardiff Council's Quality & Appeals team, making a difference in local governance.
- Benefits: Enjoy a full-time permanent role with opportunities for professional growth.
- Why this job: Be the voice of the Council and impact tenants' lives positively.
- Qualifications: Experience in complaints handling and strong communication skills required.
- Other info: Applications welcome in Welsh or English; suitable for job share.
The predicted salary is between 28800 - 43200 £ per year.
Cardiff Council is looking for a dedicated and detail-oriented Complaints & Communications Officer to join our Quality & Appeals team. This is a key role where you’ll be the voice of the Council in responding to enquiries from Councillors, Members of the Senedd, Members of Parliament, and the public—ensuring every response is timely, accurate, and of the highest standard.
In this role, you will:
- Draft high-quality responses to complaints and enquiries from elected representatives and external stakeholders
- Liaise with the Ombudsman and provide information and reports as required
- Collect, analyse and report on complaints data to identify trends and support service improvement
- Support senior officers and staff in all aspects of complaints handling and communication
- Contribute to the development of policies, procedures, and quality systems within the team
We’re looking for someone who:
- Has proven experience in complaints handling, ideally within housing or local government
- Communicates clearly and confidently across all levels
- Can analyse and interpret statistical data to inform decision-making
- Thrives in a fast-paced environment and enjoys problem-solving
- Is committed to fairness, transparency, and continuous improvement
This is your opportunity to make a real difference to the lives of tenants across Cardiff.
COMPLAINTS & COMMUNICATION OFFICER employer: Cyngor Caerdydd/Cardiff Council
Contact Detail:
Cyngor Caerdydd/Cardiff Council Recruiting Team
sventrice@cardiff.gov.uk
StudySmarter Expert Advice 🤫
We think this is how you could land COMPLAINTS & COMMUNICATION OFFICER
✨Tip Number 1
Familiarise yourself with Cardiff Council's values and recent initiatives. Understanding their priorities will help you tailor your responses during interviews and demonstrate your commitment to their mission.
✨Tip Number 2
Network with current or former employees of Cardiff Council, especially those in the Quality & Appeals team. They can provide valuable insights into the role and the council's culture, which can be beneficial during your application process.
✨Tip Number 3
Prepare for potential interview questions by practising how you would handle specific complaints scenarios. This will showcase your problem-solving skills and your ability to communicate effectively under pressure.
✨Tip Number 4
Stay updated on local government policies and trends in complaints handling. Being knowledgeable about current issues will allow you to speak confidently about how you can contribute to service improvement.
We think you need these skills to ace COMPLAINTS & COMMUNICATION OFFICER
Some tips for your application 🫡
Understand the Role: Before you start writing, make sure you fully understand the responsibilities and requirements of the Complaints & Communications Officer position. Tailor your application to highlight how your skills and experiences align with the job description.
Craft a Strong Supporting Statement: In the supporting information section, clearly demonstrate your experience in complaints handling and communication. Use specific examples that showcase your ability to respond to enquiries and analyse data effectively.
Highlight Relevant Skills: Emphasise your communication skills and problem-solving abilities. Mention any experience you have in local government or housing, as well as your commitment to fairness and transparency, which are key attributes for this role.
Proofread Your Application: Before submitting, carefully proofread your application to ensure it is free from errors and clearly conveys your qualifications. A well-presented application reflects your attention to detail, which is crucial for this position.
How to prepare for a job interview at Cyngor Caerdydd/Cardiff Council
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Complaints & Communications Officer. Familiarise yourself with the types of complaints and enquiries you might handle, as well as the importance of timely and accurate responses.
✨Showcase Your Experience
Prepare to discuss your previous experience in complaints handling, especially within housing or local government. Be ready to provide specific examples of how you've successfully resolved issues and improved communication.
✨Demonstrate Analytical Skills
Since the role involves analysing complaints data, be prepared to talk about your experience with data interpretation. You might want to mention any tools or methods you’ve used to identify trends and inform decision-making.
✨Communicate Clearly
As communication is key in this role, practice articulating your thoughts clearly and confidently. Consider conducting mock interviews with a friend to refine your ability to convey information effectively across different levels.
