At a Glance
- Tasks: Lead complex complaints management and support team development for excellent customer outcomes.
- Company: Join a forward-thinking council committed to service improvement and community impact.
- Benefits: Generous leave, pension scheme, flexible working, and access to training opportunities.
- Other info: Flexible work options available, fostering creativity and innovation.
- Why this job: Shape service improvements and enhance customer experience in a supportive environment.
- Qualifications: Experience in managing complex complaints and strong communication skills required.
The predicted salary is between 51138 - 55323 £ per year.
Grade/Salary: ME14 £51,138 -£55,323 per annum
About the Role
We are seeking an experienced Senior Complaints Officer to join our Information Governance and Complaints Team. This is an exciting opportunity for an experienced complaints professional to play a key role in ensuring the effective management of complaints, supporting organisational learning, and delivering excellent customer outcomes. The post holder will lead on complex and high profile complaints, support compliance with relevant policies and procedures, and contribute to continuous service improvement. Reporting to the Information Governance and Complaints Service Manager, you will provide effective and high quality day to day management of staff responsible for the Council's Complaints Handling and Members Enquiries functions. The role also includes line management responsibility, providing day-to-day leadership, support, and development to Complaints Officers within the team to ensure a high-quality, responsive service.
About You
You will have experience of managing complex complaints and demonstrating a strong commitment to delivering excellent customer service. You will be an effective communicator with strong analytical skills and the ability to build positive relationships with a wide range of stakeholders.
Key Responsibilities
- Support the Information Governance and Complaints Service Manager in ensuring that the Council's procedures and processes for Complaints handling are compliant with the relevant legislation and with the guidance and good practice expectations set out by the Local Government and Social Care Ombudsman (LGSCO) and Housing Ombudsman (HO).
- Provide effective day-to-day management of officers undertaking the Complaints and Member Enquiry handling functions.
- Provide effective day-to-day oversight of Complaints and Member Enquiry handling, providing clear and realistic expectations to officers within the service regarding workload management.
- Act as the key link to the Digital Innovation Division in respect of the provision of Digital workload management solutions relating to Complaints handling and Member Enquiries.
- Support the Head of Information Governance and Complaints in ensuring that clear and accessible information is available to Managers and Officers across the Council regarding the Council's Complaints handling, and Member Enquiry responsibilities.
- Ensure that all staff within the service can continuously develop and can access relevant learning and development opportunities, via both formal (training and learning) and informal (shadowing, learning by experience and similar) routes.
Why Join Us?
This role offers the opportunity to take on a senior position within an important corporate function, combining operational complaints expertise with people leadership. You will help shape service improvements, support professional development within the team, and make a meaningful contribution to improving customer experience across the organisation. In return we offer you a supportive working environment where creativity and innovation are encouraged. You will be able to work flexibly from home and from our offices in Morden. We also offer the following benefits:
- Generous annual leave entitlement
- Generous local government pension scheme package
- Access to wider training and development qualifications
- Access to an Employee Assistance Scheme which provides advice & counselling service
Senior Complaints Officer in Merton employer: Merton Council
Merton Council is an exceptional employer, offering a dynamic work environment where you can make a tangible impact on the community. With a strong commitment to employee development, competitive salaries, and generous holiday entitlements, we foster a culture of inclusivity and support. Located conveniently in Merton Civic Centre, our team enjoys easy access to public transport and the vibrant local area, making it an ideal place to grow your career while contributing to a cleaner, greener, and safer borough.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Complaints Officer in Merton
✨Join Compliance Communities
Get involved in compliance and risk communities — both online and offline. Look for forums, LinkedIn groups, or even local meetups where compliance pros hang out. You never know who might drop a job opportunity your way!
✨Attend Industry Conferences
Keep an eye out for compliance and risk management conferences and workshops in your area. These events are a goldmine for networking, and they often have job boards or recruiters on-site looking for new talent. Plus, it’s a chance to learn what's trending in the field.
✨Leverage Your University Career Services
If you’ve recently graduated or are still studying, head over to your university's career services. Many companies, including those in compliance, actively recruit fresh talent through these services, so make sure you tap into that resource.
✨Showcase Your Knowledge Online
Start writing articles or blog posts about compliance topics that interest you. Share them on platforms like LinkedIn to demonstrate your knowledge and passion. This not only builds your presence in the field but can also catch the attention of companies like Merton Council looking for candidates who are engaged and informed.
We think you need these skills to ace Senior Complaints Officer in Merton
Some tips for your application 🫡
Show Your Understanding of Compliance:In the compliance-risk field, it's super important to showcase your understanding of regulations and risk management frameworks. Highlight any relevant coursework, certifications (like ICA or AML), or even projects that demonstrate your knowledge and commitment to this area. We want to see how you can navigate this complex landscape!
Quantify Your Achievements:When detailing your experience, try to quantify your achievements. For example, if you've previously worked on a project that improved compliance metrics or reduced risk exposure, give us the numbers! This data-driven approach really stands out to hiring managers in compliance-risk roles.
Tailor Your CV to Reflect Relevant Skills:Make sure your CV highlights skills that are particularly relevant to compliance, like attention to detail, analytical thinking, and report writing. Ensure these are easy to spot – consider using bullet points to break down your responsibilities and achievements for maximum impact!
Craft a Motivating Cover Letter:In your cover letter, let us know why you’re excited about the compliance-risk role at Merton Council. Share what motivates you about compliance, and how you believe you can contribute to our mission. This is your chance to showcase not only your skills but also your passion for this important field!
How to prepare for a job interview at Merton Council
✨Master the Regulations
Brush up on key compliance regulations relevant to the industry you're applying to. Familiarising yourself with specific laws and frameworks used in your field will give you an edge during technical questions. Show that you’re not just aware of them but can also apply them—think real-life scenarios!
✨Show Your Analytical Skills
Compliance roles really focus on analytical skills, so be prepared for case studies or situational questions during the interview. We've got to demonstrate how we approach risk assessments or compliance audits, possibly drawing on examples from past experiences or university projects. Bring some thoughtful case scenarios to discuss!
✨Know Your Tools
Get comfortable with commonly used compliance software and tools. Familiarity with platforms like RSA or MetricStream can really impress during your interview, as it shows you're ready to hit the ground running. If you’ve had any experience with them, make sure to highlight that!
✨Align with Company Culture
Since it's a full-time position, show your long-term commitment and interest in the company’s mission and values. Dive into how your ethics and professional philosophy align with Merton Council’s stance on compliance. A shared vision can really resonate with interviewers looking for fit as much as skill!
