At a Glance
- Tasks: Lead the management of complaints for waste and recycling services.
- Company: Braintree District Council, committed to excellent public service.
- Benefits: Competitive hourly rate, full-time hours, and valuable experience.
- Other info: On-site role with opportunities for professional growth.
- Why this job: Make a difference by improving community services and customer satisfaction.
- Qualifications: Experience in customer service and complaint handling required.
The predicted salary is between 36700 - 36700 £ per year.
£17.62 PAYE / £22.59 Umbrella per hour
Braintree, Essex
Full-time, Temporary
37 Hours per Week
6 Months Contract
Closing Date: Monday 27th July 2026
Essex County Council are delighted to be advertising the role of Complaints Coordinator on behalf of Braintree District Council. Due to the nature of this role, the successful candidate will be required to work on-site, 5 days per week.
The Opportunity:
The postholder will lead the management of complaints within Operations as part of the new waste and recycling collection service.
Role Accountabilities:
- Investigate and respond to Stage 1 Operations complaints and resolve them at the earliest opportunity and within the required timescale.
- Acquire relevant and accurate information internally to respond to residents and ensure that all issues raised by the complainant are addressed with reference to any relevant policies and good practice where appropriate.
- Proactively work with the Waste Team, Waste Minimisation and Sustainability team, and all Managers to ensure that relevant and accurate information is collated to support complaint responses.
- Promote a positive complaint handling culture across Operations, raising awareness of all relevant policies and providing refresher complaints management training to teams as and when appropriate.
- Provide administrative support to Operations where required.
- Record all complaints received on a complaints database, together with all relevant documentation.
- Provide and coordinate reasonable assistance to customers who are vulnerable and who may have support needs.
- Monitor and analyse customer satisfaction across the service, making recommendations for service improvements and developing guidance notes and training for staff to minimise reoccurring complaints.
- Develop a thorough working knowledge of the systems used within Operations for waste and recycling collections and document storage.
The Experience You Will Bring:
- Experience of providing services and assistance to a diverse customer group of customers, including vulnerable people, using different channels, including email and telephone, in a busy customer-facing environment.
- Working knowledge of Microsoft Office packages (Word, Excel, Outlook).
- Experience of complaint handling.
- Experience of delivering services to customers.
- Information gathering and analysis skills to understand whether policy and process has been followed correctly.
What you should do next:
If you are interested in finding out more about this role, we would love to hear from you. Please apply via Working for Essex website. If you have queries on this role or would like to see a copy of the Job Description, please email Ashleigh.Drake@essex.gov.uk
Complaints Officer (Operations) – Braintree District Council employer: Essex County Council
Essex County Council is an exceptional employer, offering a supportive work culture that prioritises the well-being of its employees while making a meaningful impact in the lives of children and young people. With flexible working arrangements and opportunities for professional development, staff are encouraged to grow within their roles, all while contributing to a vital service in the heart of Chelmsford.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Officer (Operations) – Braintree District Council
✨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 Essex County 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 Essex County 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 (Operations) – Braintree District Council
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 Essex County Council.
How to prepare for a job interview at Essex County 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 Essex County 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 Essex County 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!
