At a Glance
- Tasks: Investigate and resolve complaints while improving customer experience.
- Company: Join Essex County Council, a leader in community support and compliance.
- Benefits: Flexible working, competitive salary, and support for unpaid carers.
- Other info: Dynamic role with opportunities for personal and professional growth.
- Why this job: Make a real difference by helping residents navigate challenges.
- Qualifications: A-levels or equivalent experience in customer resolution required.
The predicted salary is between 27568 - 32432 £ per year.
We are seeking a permanent, full‑time Complaints Officer to join our Compliance and Complaints Team based in Chelmsford. Salary ranges from £27,568 to £32,432 per annum and the role offers an anywhere‑worker working style. Closing date for applications is 2nd June 2026.
The team handles statutory, corporate and Ombudsman complaints. Your caseload will include adult, children and Ombudsman complaints across Essex, requiring investigation, high‑quality responses and root‑cause analysis to support service improvement.
Responsibilities- Maintain compliance with complaint‑management policy and statutory duty, ensuring all complaints are processed within the required timeframes.
- Investigate, research and respond to a wide range of complaints, drafting high‑quality responses for senior‑level sign‑off.
- Identify learning opportunities through root‑cause analysis and thematic review of complaints.
- Collaborate with directorates to gather information, provide updates to residents and service users via telephone and written communication, and negotiate appropriate outcomes and remedies.
- Record, monitor and report on progress of complaints and compliance with statutory and corporate procedures.
- Support the team to meet monthly and annual targets, and undertake improvement activity that enhances customer experience and complaint‑handling quality.
- A-level standard education, including GCSE English and Maths at Grade C or above, or equivalent experience.
- Experience in a customer‑resolution or complaint‑handling environment, managing sensitive information with tact and diplomacy.
- Excellent written and verbal communication skills, with the ability to investigate and respond to complaints clearly, professionally and with empathy.
- Strong organisational skills, prioritising work, meeting tight deadlines, and remaining self‑motivated.
- Proven ability to manage a high caseload under pressure while maintaining accuracy, professionalism and sound judgment.
- Emotional resilience to support residents and service users through sensitive and demanding circumstances at pace.
- Knowledge of complaint-handling in a local‑government or health setting, particularly within corporate, Ombudsman or statutory processes.
- Experience dealing with dissatisfied people, managing those situations calmly and professionally.
- Understanding of confidentiality and data protection, and the ability to identify safeguarding concerns and raise them appropriately.
- Effective working in fast‑paced, continuously improving environments.
- Experience analysing data and using technology such as CRM systems and Microsoft Office.
Essex County Council is proud to be a Disability Confident Leader and is committed to interview all disabled applicants who meet the minimum requirements of the role, provide reasonable adjustments during the process and interview all veterans and care leavers who meet the minimum criteria. Once you secure a role within Essex County Council you will receive a range of employee benefits, including support for unpaid carers and flexible working arrangements to accommodate their needs. As part of employment with Essex County Council, if your role requires a DBS check, you will be required to register with the DBS update service – an annual subscription charged to the employee to keep DBS certificates up to date. Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults, and expects all employees and volunteers to share this commitment.
Remote Complaints Resolution Specialist in Chelmsford employer: Essex County Council
Essex County Council is an exceptional employer, offering a supportive and inclusive work environment for the Remote Complaints Resolution Specialist role. With flexible working arrangements and a commitment to employee well-being, the council fosters professional growth through continuous improvement initiatives and comprehensive training. Located in Chelmsford, employees benefit from a strong focus on safeguarding and community welfare, making it a meaningful place to contribute to public service.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Complaints Resolution Specialist in Chelmsford
✨Tip Number 1
Network like a pro! Reach out to people in the industry, join relevant groups on social media, and attend virtual events. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to complaints resolution. We recommend role-playing with a friend or using online resources to boost your confidence and refine your responses.
✨Tip Number 3
Showcase your skills! Create a portfolio or a presentation that highlights your experience in complaint handling and customer resolution. This can set you apart from other candidates and give you a chance to demonstrate your expertise.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Remote Complaints Resolution Specialist in Chelmsford
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 Complaints Resolution Specialist. We want to see how you can bring your unique flair to our team!
Showcase Your Communication Skills:Since this role requires excellent written communication, take the time to craft a clear and professional cover letter. We love seeing candidates who can express themselves well and demonstrate empathy in their writing.
Highlight Relevant Experience:Don’t forget to mention any previous experience in complaint handling or customer resolution. We’re looking for those who can manage sensitive situations with tact and professionalism, so share your stories!
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way to ensure it gets into the right hands and helps us get to know you better. Plus, it’s super easy!
How to prepare for a job interview at Essex County Council
✨Know Your Complaints Inside Out
Before the interview, make sure you understand the types of complaints the team handles. Familiarise yourself with statutory, corporate, and Ombudsman complaints, as well as the processes involved in resolving them. This will show your potential employer that you're not just interested in the role but also committed to understanding their specific challenges.
✨Showcase Your Communication Skills
Since this role requires excellent written and verbal communication, prepare examples of how you've effectively communicated in previous roles. Think about times when you had to draft responses or negotiate outcomes. Practising these scenarios can help you articulate your experience clearly during the interview.
✨Demonstrate Emotional Resilience
Be ready to discuss how you've handled sensitive situations in the past. The ability to manage complaints calmly and professionally is crucial. Share specific examples where you maintained composure under pressure, showing your emotional resilience and empathy towards residents and service users.
✨Highlight Your Organisational Skills
This role involves managing a high caseload, so it's essential to demonstrate your organisational skills. Prepare to talk about how you prioritise tasks and meet deadlines. You might even want to share a time when you successfully managed multiple responsibilities while maintaining accuracy and professionalism.
