At a Glance
- Tasks: Coordinate customer feedback and complaints, ensuring professional and fair processing.
- Company: Join East Suffolk Council, making a real difference in people's lives.
- Benefits: Generous leave, local government pension, training opportunities, and discounts on various services.
- Other info: Agile working environment with a mix of home and office options.
- Why this job: Be part of a dedicated team driving service improvements and enhancing customer experiences.
- Qualifications: Experience in complaints handling, strong communication skills, and ability to manage sensitive issues.
The predicted salary is between 35570 - 35570 £ per year.
East Suffolk Council is an exciting place to work and a great place to make a real difference to people’s lives, delivering vital services to a quarter of a million people across East Suffolk. We currently have an exciting new opportunity to join the East Suffolk Council's Policy, Performance and Risk Team as a Corporate Complaints Officer. We are looking for a proactive and customer-focused Corporate Complaints Officer to be part of a dedicated team that is responsible for the day-to-day administration of the council's customer feedback process.
This varied role involves coordinating complaints and ombudsman enquiries, providing expert advice and training to colleagues, analysing complaint trends to drive service improvements, and helping to embed a positive complaints culture that delivers excellent customer outcomes across the organisation.
Key Responsibilities:
- Coordinating East Suffolk Council’s customer feedback and complaints processes, ensuring complaints are processed professionally, fairly, and in line with council policy, Ombudsman requirements, and best practice standards.
- Coordinating Stage 1 and Stage 2 complaints, supporting high-quality investigations, monitoring performance against service standards, and ensuring agreed actions are implemented.
- Coordinating and responding to enquiries from the Housing Ombudsman service and the Local Government and Social Care Ombudsman (LGSCO) ensuring responses to enquiries in a timely manner.
- Providing training, support and templates to complaint responders to ensure they are aware of the principles of how to conduct resident focused complaint investigations.
You will need:
- A highly organised and customer-focused professional with experience in complaints handling, dispute resolution, and delivering excellent customer service.
- Strong written and verbal communication skills, with the ability to manage sensitive and complex issues tactfully, diplomatically, and with empathy.
- The ability to work independently, manage competing priorities, analyse performance data, and produce clear reports and presentations for a range of audiences.
- Experience of investigating and resolving escalated complaints, maintaining accurate and confidential records, and using IT systems and Microsoft Office applications to a high standard.
- A good understanding of local government, regulatory requirements, and customer-focused service delivery is desirable, along with the confidence to challenge processes and influence positive outcomes.
If you do not strictly meet the essential criteria but feel that your experience evidences competencies in these areas then you are encouraged to apply.
Why work for us?
East Suffolk Council is a great place to work and there are lots of benefits our employees can access. Here are some of the main benefits:
- Great opportunities for training and development
- Generous leave entitlement (equivalent to 25 days a year, increasing to 31 days after 5 years’ service, plus bank holidays)
- Local government pension scheme
- Free car parking (for when you are working in the office)
- Discounts on mobile phones, computers, holiday and travel, fashion and clothing, health and beauty and many other products and services.
Most of our teams are working in an agile way, with a mixture of home and office working, depending on individual preferences and service requirements. If you wish to discuss how that might impact your working arrangements if you were the successful candidate, please contact the recruiting manager listed at the bottom of this advert.
For an informal discussion regarding this post, please contact Anne Utting on anne.utting@eastsuffolk.gov.uk
Closing date: 11.30pm Wednesday 23 September 2026
Interview date: Monday 28 September
How to apply
Step 1 - Read the advert and the Job Description and Person Specification Corporate_Complaints_Officer
Step 2 - Complete the Supporting Statement template. Your statement needs to indicate how you meet each of the criteria contained within the Person Specification. Please use the template provided (other formats will not be accepted).
Step 3 - Complete the online application and upload your statement. Please note, CVs are not accepted. For more information, check out the How to Apply section of our Career Site.
Corporate Complaints Officer in Woodbridge employer: Suffolk Jobs Direct
King Edward VI School is an exceptional employer, offering a supportive and collaborative work environment where you can make a meaningful impact on students' lives. With opportunities for professional development and a comprehensive benefits package through Suffolk County Council, including a Local Government Pension Scheme, you will be part of a dedicated team committed to enhancing the educational experience. Located in the heart of Bury St Edmunds, the school provides convenient access to public transport and on-site parking, making it an ideal workplace for those passionate about supporting young people.
StudySmarter Expert Advice🤫
We think this is how you could land Corporate Complaints Officer in Woodbridge
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We think you need these skills to ace Corporate Complaints Officer in Woodbridge
Some tips for your application 🫡
Highlight Relevant Experience:In the public sector, having experience in community engagement, policy analysis, or project management stands out. Make sure to showcase any previous roles or volunteer work that reflects your understanding of public service values and how they've shaped your career path.
Showcase Your Knowledge of the Sector:When you’re applying for a government role, it’s crucial to demonstrate your understanding of the current political landscape and public policies. Consider including articles you've written or relevant projects that underline your capability to engage with these concepts effectively.
Tailor Your CV to Reflect Core Competencies:Government positions often require a clear demonstration of competencies such as communication, teamwork, and problem-solving. Try to structure your CV to highlight these skills, using specific examples of how you’ve applied them in past experiences, ideally with quantifiable outcomes where possible.
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How to prepare for a job interview at Suffolk Jobs Direct
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✨Brush Up on Regulatory Knowledge
Brush up on the regulations, laws, and compliance standards relevant to the role you’re applying for. Since this is the government and public sector, they might throw technical questions related to policy frameworks or project management best practices that you'll need to navigate day-to-day.
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The government sector thrives on collaboration. Be ready to discuss how you've successfully worked in diverse teams or involved stakeholders in your projects. Show us how you bring people together to get a common goal achieved – that's what public service is all about!
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