1 month contract with a Local Authority Job Summary: • The Complaints Officer will play a key role within Camden Council’s Central Complaints Team, delivering a high-quality, citizen-focused complaints handling service. • The role ensures that all complaints—statutory and non-statutory—are managed in line with relevant legislation, policy requirements and Ombudsman standards. • The postholder will act as an objective investigator, support senior managers in decision-making, and promote learning from complaints to drive continuous service improvement across the council. • The position also includes educating and training staff on effective complaints handling and best practice within a dynamic, agile working environment. Key Duties/Accountabilities (Sample): • Manage and investigate statutory and non-statutory complaints in line with relevant legislation, LGSCO and Housing Ombudsman guidance. • Act as an objective investigator for Stage 2 complaints, producing clear, evidence-based findings and recommendations. • Prepare draft adjudications for senior managers, supporting them to fulfil their formal responsibilities. • Promote effective, citizen-focused complaints handling across the council and its partners. • Provide training, guidance and awareness sessions to staff on complaints processes, legislation and best practice. • Use case management systems to record data, monitor performance and identify trends to drive service improvement. • Contribute to service improvement projects and embed learning from complaints across the organisation. • Interpret and apply policy, legislation and Ombudsman requirements to ensure accurate, consistent outcomes. • Handle confidential and sensitive information in line with GDPR and Data Protection legislation. • Liaise with a wide range of internal and external stakeholders including senior leadership, elected members, partner organisations and Ombudsman bodies. • Support the council’s agile working approach, utilising a blend of office and remote working. Skills/Experience: • Strong knowledge of UK statutory and non-statutory complaints procedures. • Understanding of LGSCO and Housing Ombudsman standards and good practice. • Excellent knowledge of the Data Protection Act 2018, GDPR and associated legislation. • Proven experience investigating and responding to complex complaints. • Exceptional written and verbal communication skills, able to explain complex issues clearly. • Strong analytical, research and decision-making skills with excellent attention to detail. • Ability to work independently, using sound judgement with minimal supervision. • Experience of training, coaching or advising colleagues across multiple channels (in-person, virtual, written). • Ability to manage sensitive matters discreetly and maintain strict confidentiality. • Skilled at building relationships, negotiating and influencing across services and with external partners. • Experience using case management systems and producing performance data and reports. Additional Information: • The closing date: 08/12/2025 @12:00. • Client: Camden Council. • Location: 5 Pancras Square / Agile Working (office & remote). • Hours: 36 per week.