Job Title: Recovery Programme Manager – Complaints Transformation (Local Government)
Contract: 6 months (likely to extend)
Rate: £600/day (Inside IR35)
Location: Berkshire area (hybrid working – 2 days per week onsite expected)
Start: ASAP
Salt Recruitment’s Local Government team is supporting a council in the Berkshire area to appoint an experienced Recovery Programme Manager to deliver a critical workstream within their wider Recovery and Improvement Plan.
This role focuses specifically on transforming the council’s complaints process-ensuring it is efficient, fair, and capable of rebuilding trust with residents. It sits within a high-profile corporate programme and will require someone with proven experience delivering similar change in politically complex environments.
Please note: Strong public sector experience is essential. We are only able to consider candidates who have led similar service improvement or transformation programmes within a local authority or comparable public body.
Key Responsibilities:
1. Lead the mobilisation and delivery of a complaints improvement programme aligned to corporate recovery objectives
2. Redesign the end-to-end complaints process to improve customer experience, accessibility, and resolution
3. Develop business cases, programme documentation, and clear reporting mechanisms
4. Manage risks, issues, and dependencies while ensuring benefits realisation
5. Work closely with Heads of Service, operational leads, and senior governance forums
6. Contribute to other strategic programmes and support wider transformation governance as required
The Ideal Candidate:
7. Substantial experience in local government or public sector transformation roles
8. Demonstrable track record leading complaints process reform, customer/resident service improvements, or recovery programmes
9. Skilled in engaging senior stakeholders, including elected members, directors, and external commissioners
10. Confident developing business cases, reporting benefits, and managing complex programme delivery
11. Qualifications in PRINCE2, MSP or equivalent are desirable
This is a fantastic opportunity to play a key role in a council’s recovery journey, making a direct impact on resident outcomes and long-term service improvement.
*Rates depend on experience and client requirements