Job Overview
As part of our Customer Feedback and Complaints Team you will play a vital role in supporting the delivery of a responsive, fair and high‑quality service to residents, councillors and senior leaders.
Our team sits at the heart of the Council, coordinating customer feedback, complaints, MP enquiries and high‑profile correspondence to ensure concerns are handled appropriately, learning is identified, and statutory and corporate timescales are met. This work directly supports good governance, accountability and continuous service improvement across Staffordshire County Council.
This is a varied and fast‑paced role where no two days are the same. You will provide essential administrative and organisational support, acting as a key point of contact, managing information accurately and sensitively, and helping to ensure processes run smoothly and compliantly.
You will be working closely with complaints officers, senior managers and colleagues across the organisation, so flexibility, attention to detail and excellent customer service are essential. In return, you will be part of a supportive team that values professionalism, collaboration and making a positive difference for residents.
Main Responsibilities
* Provide day‑to‑day administrative and organisational support to the Customer Feedback and Complaints Team, helping to ensure complaints, feedback and enquiries are managed accurately and on time.
* Act as a first point of contact for the team, dealing with telephone calls, emails and correspondence from residents, councillors, MPs and internal colleagues in a professional and supportive way.
* Maintain accurate electronic records and information systems for complaints, feedback and correspondence, ensuring data is complete, well‑organised and handled sensitively and confidentially.
* Support the coordination of complaints and enquiries by logging information, tracking progress, updating records and helping the team meet statutory and corporate timescales.
* Produce high‑quality documents such as letters and summaries using Microsoft Office tools, ensuring information is clear, accurate and well presented.
* Help maintain good information governance by following data protection, privacy and retention requirements, and supporting audits or data checks when required.
* Work flexibly with colleagues across the Customer Feedback and Complaints Team, adapting to changing priorities and supporting continuous improvement in how the service operates.
The Ideal Candidate
* A qualification in Business Administration (Level 3 or equivalent) or relevant administrative experience in an office or customer‑focused environment.
* Confident IT skills, including experience of using Microsoft Office (such as Outlook, Word and Excel) and working with electronic record or case management systems.
* Good written and verbal communication skills, with the ability to deal professionally and sensitively with a wide range of people, including members of the public and internal colleagues.
* Strong organisational skills, with good attention to detail and the ability to manage and prioritise tasks to meet deadlines.
* The ability to work independently while also contributing positively as part of a team.
* An understanding of the importance of confidentiality, information security and accurate record‑keeping.
* A helpful, flexible and customer‑focused approach, with the confidence to adapt when priorities change.
Transferable skills from roles such as business support, administration, customer service, data handling, coordination or casework are very welcome.
Interviews will be held during the week commencing 25 May 2026.
Contact
If you would like an informal chat about the role, please contact Emma Smith, Customer Feedback and Complaints Manager at emma.smith5@staffordshire.gov.uk.
Equal Opportunities
Staffordshire County Council is an equal opportunities organisation and a Disability Confident employer. We encourage applications from all backgrounds and communities. As an Authority we are committed to safeguarding and promoting the welfare of children and young people/vulnerable adults and expect all staff and volunteers to share this commitment. We also offer a guaranteed interview as long as your application meets the minimum criteria for the post as part of our commitment as a Disability Confident employer, a GoldAward Armed Forces employer and supporting care leavers.
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