We are working with a busy and high-performing local authority to appoint an experienced Senior Complaints Manager. This critical role will support the effective and timely handling of complaints across the council's Repairs and Investment services, ensuring a high standard of customer service and statutory compliance. You will provide expert advice and guidance to staff, supervisors, and senior management, ensuring complaints, Members' Enquiries, FOIs and other correspondence are resolved in accordance with corporate policy and deadlines. You will also play a central role in supporting and overseeing the investigation of complex complaints and deputising for the Customer Experience Manager when required. The Role ·Ensure all complaints and enquiries are handled in accordance with corporate policies and performance targets. ·Support staff across the Repairs and Investment service with advice and guidance on complaint handling and resolution. ·Lead on complex complaint investigations, critically analysing evidence, legislation, policy and guidance to identify appropriate remedies. ·Work with the Customer Experience Manager to review complaint responses and ensure sensitive, appropriate communication with complainants and their representatives. ·Supervise the day-to-day operations of the Complaints Team in the absence of the Customer Experience Manager. ·Identify trends, risks, and ...