Complaints Officer – Harlow District Council Fox Morris Group are working to recruit a Complaints Officer 6/12 months Contract Essex County Council (ECC) are delighted to be supporting Harlow Council to recruit a Complaints Officer on a full-time, temporary basis. We believe that introducing a centralised team is essential to improving how we handle complaints, the quality of our responses to residents, and how effectively we learn from the issues they raise. The first mission set out in our corporate plan is to transform our council, including by adopting a holistic approach to customer services. This aligns with our values of ambition and excellence, which reflect our commitment to innovation, continuous improvement, and achieving the highest standards for our residents. A centralised complaints team will allow us to focus more effectively on complaint handling as a key service. It will help us to build specialist expertise, ensure consistency, and to drive ongoing improvement over time. We are looking for an experienced complaint hander to grow a new customer experience team, key tasks will be * Log and formally acknowledge resident complaints in line with council procedures. * Engage with complainants to ensure a clear understanding of the issue and their desired resolution. * Thoroughly investigate complaints by reviewing case histories and liaising with relevant teams to reach fair and informed decisions. * Collaborate with service teams to help achieve appropriate resolutions and remedies for residents. * Draft written responses that are clear, concise, and empathetic. * Follow up to ensure we complete promised actions and keep residents well informed. * Conduct detailed root-cause analysis to help the council learn from mistakes and identify opportunities to improve our services. * Ensure we handle all complaints within the timelines and standards set out in council policies and ombudsman codes. * Take a customer and resolution-focused approach to all complaint handling activities. * Promote a positive complaints culture across the council through constructive engagement with colleagues in all services