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For Companies At a Glance
- Tasks: Lead and innovate the Council’s complaints management for a top-notch customer experience.
- Company: North Yorkshire Council, dedicated to serving a diverse community.
- Benefits: Competitive salary, pension scheme, flexible working, and career advancement opportunities.
- Other info: Join a diverse team committed to continuous improvement and inclusivity.
- Why this job: Shape positive change and make a real impact in your community.
- Qualifications: Experience in complaints management and strong leadership skills.
The predicted salary is between 51356 - 55539 ÂŁ per year.
Salary: ÂŁ51,356 to ÂŁ55,539 per annum
Grade: N
Contract: Permanent
Hours: Full Time 37 Hours
Location: Northallerton, North Yorkshire
The Role
We are now seeking a Complaints Manager to play a pivotal role in developing a new service to deliver a first‑class customer experience across a large and diverse authority. This is a high‑profile, corporate role offering a unique opportunity to shape, innovate and lead the Council’s approach to complaints management at both a strategic and operational level. This is a fantastic opportunity for a skilled and strategic leader to champion positive change at the heart of North Yorkshire Council, leading and developing our Corporate Complaints function to deliver clear, fair, and impactful outcomes for our community.
In this pivotal leadership role, you will provide strong leadership, clear direction and expert oversight of the Council’s complaints policy and processes, including statutory complaints. You will be a visible customer champion, ensuring that learning from complaints drives meaningful service improvement across the organization. You will develop proposals for a new centralised complaints service, structured around a central team and five directorate‑based complaints administration teams. You will oversee the implementation of the new function, working closely with Customer Services and front‑line services to understand customer needs and embed a culture of continuous improvement. The role sits within the Strategy and Performance Management Team and offers excellent exposure to senior leaders, councillors and teams across the authority. Some travel will be required to visit teams across North Yorkshire.
Key Responsibilities
- Lead, manage and develop a high‑performing team, including workforce planning, recruitment, training and performance management
- Lead on the development and delivery of the Council’s Corporate Complaints Policy and governance arrangements
- Manage complex complaints cases and oversee Ombudsman responses in line with statutory guidance
- Influence senior leaders and work collaboratively across directorates and external partners
- Use performance data and intelligence to drive learning, improvement and service quality
- Manage resources, risks and resilience planning to ensure continuity of service
- Represent the Council at strategic forums and meetings
- Promote a strong customer focused culture and learning from complaints across the organisation
- Ensure compliance with data protection, confidentiality and safeguarding requirements
About You
You will have significant experience of leading complaints functions, with strong knowledge of statutory complaints handling, governance and public sector regulation. You will be an effective communicator with proven leadership, influencing and negotiation skills, confident dealing with senior stakeholders and complex, sensitive issues. You are a strong leader who will champion our customer needs, motivate teams and provide a strong performance focus for the service and the council.
Benefits
- Local government, career average employer contribution pension scheme
- Family friendly leave
- Salary sacrifice schemes
- Modern flexible working practices
- Learning and development packages
- Career advancement opportunities
- Employee discount benefits including shopping and gym discounts
- Green car and cycle schemes
- Travel loans
NYC are committed to directly recruiting staff and will not accept applications nor services from agency suppliers in respect of our vacancies. We are committed to meeting the needs of our diverse community and aim to have a workforce reflecting this diversity. We are also committed to safeguarding and promoting the welfare of children, young people and adults. We expect all staff and volunteers to share this commitment. North Yorkshire Council’s purpose is to deliver services and facilities to the diverse residents and visitors of North Yorkshire. To ensure we deliver inclusive services we strive to have a diverse workforce where everybody can be themselves by respecting differences and embedding equality of opportunity. We celebrate diversity and recognise each other’s contributions; we therefore welcome applications from individuals of all backgrounds.
Complaints Manager employer: North Yorkshire Council
Contact Detail:
North Yorkshire Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Manager
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those who work at North Yorkshire Council. A friendly chat can open doors and give you insights that might just help you land that Complaints Manager role.
✨Tip Number 2
Prepare for the interview by knowing your stuff! Research the Council’s current complaints processes and think about how you can bring innovative ideas to the table. Show them you’re not just a fit, but the perfect fit!
✨Tip Number 3
Practice makes perfect! Get a mate to do a mock interview with you. Focus on your leadership skills and how you’ve handled complex complaints in the past. This will boost your confidence and help you articulate your experience better.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive and engaged with our process.
We think you need these skills to ace Complaints Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your experience aligns with the role of Complaints Manager. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Leadership Skills: Since this role is all about leading a high-performing team, don’t forget to share examples of your leadership experience. We want to see how you've motivated teams and driven positive change in previous roles.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. We appreciate clarity, so make sure your key achievements and skills stand out without unnecessary fluff.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way to ensure it gets to the right people and helps us get to know you better!
How to prepare for a job interview at North Yorkshire Council
✨Know Your Stuff
Before the interview, dive deep into the Council’s current complaints policy and any recent changes. Familiarise yourself with their approach to customer service and how they handle complaints. This will not only show your genuine interest but also help you articulate how your experience aligns with their needs.
✨Showcase Your Leadership Skills
As a Complaints Manager, you'll need to lead a team effectively. Prepare examples of how you've successfully managed teams in the past, particularly in high-pressure situations. Highlight your ability to motivate others and drive performance, as this will resonate well with the interviewers.
✨Be a Customer Champion
Demonstrate your commitment to customer satisfaction by sharing specific instances where you've turned complaints into opportunities for improvement. Discuss how you’ve used feedback to enhance services and ensure that the voice of the customer is heard within the organisation.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving skills and ability to handle complex complaints. Think through potential scenarios related to statutory complaints and be ready to discuss your approach to resolving them while ensuring compliance and fairness.