At a Glance
- Tasks: Lead the Council's complaints process and drive service improvement.
- Company: Warwick District Council, a supportive and empowering workplace.
- Benefits: Competitive salary, local government pension, up to 32 days leave, and work perks.
- Other info: Flexible working options with opportunities for career progression.
- Why this job: Make a real impact on community services and enhance customer experiences.
- Qualifications: Strong commitment to customer service and excellent communication skills required.
The predicted salary is between 53460 - 55611 £ per year.
The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.
Job reference: RWD0000808
Date posted: 07/08/2026
Application closing date: 01/09/2026
Location: Warwick
Salary: £53,460 to £55,611 per annum
Package: Local Government Pension Scheme, Up to 32 days leave, BUPA Cash Plan, Work Perks
Contractual hours: 37
Basis: Full time
Here at Warwick District Council, we pride ourselves on the fact that we offer you a great place to work. We achieve our goals by recruiting and retaining motivated, empowered and flexible staff. We are committed to training and development, and we encourage a healthy work-life balance. We offer the rewards and benefits that make it a great place to work.
About the Team and the Role: Governance Services sits at the heart of the Council, providing essential support to our residents, Councillors and officers. The service covers a broad range of responsibilities, including public committee meetings, electoral registration and elections, complaints management, policy development and corporate performance monitoring. We are looking for an experienced and dedicated individual to join us as our Policy, Performance and Complaints Manager. This is a varied and rewarding role that offers the opportunity to make a real impact across the organisation by helping to drive service improvement, organisation learning and excellent customer service.
Main Responsibilities:
- Lead and manage the delivery of the Council's corporate complaints process.
- Act as the Council's lead adviser on complaints management, ensuring consistency, quality and compliance across the organisation.
- Promote organisational learning from complaints and customer feedback to support continuous improvement.
- Manage and develop the Council's Corporate Performance Management Framework.
- Lead and coordinate corporate policy development and assurance activities.
- Provide guidance and quality assurance to managers and services on complaints handling and performance management.
- Contribute to the achievement of the Council's strategic objectives through effective policy and performance oversight.
This is a broad and varied role requiring a diverse range of skills, knowledge and experience. We are looking for someone who can demonstrate:
- A strong commitment to excellent customer service.
- Excellent communication and interpersonal skills.
- The ability to build positive relationships with a wide range of people.
- Confidence and professionalism when dealing with sensitive and complex issues.
- Strong analytical and critical thinking skills.
- Sound judgement and effective decision-making, particularly within a public sector environment.
- The ability to manage competing priorities and deliver high-quality work to deadlines.
Working Location: The intention is for the postholder to work predominately from home; however, it is a requirement to attend our offices or sites within Warwick District as required. Any costs for travel from home to the office will be met by the successful candidate. However, hybrid and office working is also available.
About the Team: The Policy, Performance and Complaints Manager is responsible for leading a small but vital team. This includes direct line management of three Policy, Performance and Complaints Officers and the Corporate Support Team Leader. Together, the team provides a range of important corporate services, from mail fulfilment and administrative support to policy assurance, performance reporting and complaints management, helping to ensure the Council delivers high-quality services for residents.
Why Join Us? This is an excellent opportunity to take on a highly visible role that influences service delivery across the Council. You will work closely with senior managers, Councillors and colleagues across all service areas, helping to improve outcomes for residents while supporting continuous organisational improvement. If you are passionate about customer service, performance improvement and making a positive difference, we would love to hear from you.
If you have any questions or wish to have an informal discussion, please contact Graham Leach (Head of Governance and Monitoring Officer) by email on Graham.Leach@warwickdc.gov.uk or by telephone on 01926 958823.
Interview dates: 9th & 10th September 2026
As part of being a Disability Confident employer, we guarantee to interview anyone with a disability whose application meets the essential criteria for the post.
Should you require application forms in an alternative format/language or any adjustments to be made throughout the application or recruitment process or upon appointment, please contact vacancies@warwickdc.gov.uk and we will make every effort to meet your specific requirements.
Policy, Performance & Complaints Manager in Warwick employer: Warwickshire County Council
Warwickshire County Council is an exceptional employer, dedicated to fostering a supportive and inclusive work environment for Family Support Workers. With a strong emphasis on employee wellbeing, generous annual leave, and opportunities for professional growth, our team is passionate about making a meaningful impact in the lives of children and families across Warwickshire. Join us to be part of a collaborative culture that values your contributions and prioritises the voices of young people in care.
Contact Details:
Warwickshire County Council Recruitment Team
StudySmarter Expert Advice🤫
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We think you need these skills to ace Policy, Performance & Complaints Manager in Warwick
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.
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