Job Description
3 -Weeks contract with a local authority
Job Purpose
To support the Corporate Complaints Team in delivering an effective, open, and robust complaints handling process across the Authority. The role ensures complaints and representations are handled accurately, efficiently, and in line with corporate policies, contributing to a positive, transparent complaints culture.
Key Duties / Accountabilities
* Log, acknowledge, and record complaints and representations on the Council’s case handling system.
* Assess incoming complaints to determine appropriate action and allocate cases to the relevant service areas.
* Track complaints through to response and conclusion, ensuring agreed timescales are met.
* Provide administrative and operational support to the Corporate Complaints Team.
* Liaise closely with service departments, senior managers, elected members, MPs, and external bodies as required.
* Support Ombudsman-related activity, including records management and correspondence tracking.
* Maintain accurate records and ensure data quality within complaints systems.
* Assist with performance monitoring and contribute to reports for senior management, Management Board, and Executive.
* Promote a positive, open, and learning-focused complaints culture across the Council.
Essential Experience Required
* Experience of working in an administrative, customer service, or complaints-handling environment.
* Experience of managing or processing high volumes of correspondence or casework.
* Experience of using IT systems and case management databases.
* Ability to work accurately with strong attention to detail, even under pressure.
Essential Qualifications Required
* Good general education (GCSEs or equivalent), including English and Maths.
* Relevant administrative or customer service qualification is desirable.
Additional Information to Note
* Contract: Fixed-term months contract with a local authority
* Payment: Bi-weekly payment schedule
* Skills Required: Strong communication, customer focus, organisational skills, IT competency, and ability to learn systems quickly
* Closing Date: The role closes on 13/04/2026 – apply as soon as possible
Requirements
Act as the first point of contact for all customer enquiries across phone, online and in‑person channels