Job Description
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.
Requirements
• 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.