About The Role
Complaints Officer
Fixed Term, Full Time
£27,568 to £32,432 per annum
Location: Chelmsford
Working Style: Anywhere worker
We are offering this role as a Secondment or Fixed Term Contract opportunity for 10 months. Interviews will be held w/c 15th June 2026.
Responsibilities
* Undertake a broad range of activities to ensure ECC remains compliant in complaint management and delivers a high standard of responses to executive enquiries, corporate complaints, statutory complaints and Ombudsman complaints.
* Assess customer communications, identify eligibility for the complaints process and determine the most appropriate route for each case.
* Work with colleagues across ECC to ensure complaints are responded to within relevant timescales and in line with complaint policy and procedure.
* Take ownership of complaint case management, including investigating, researching and responding to a wide range of complaints.
* Record, monitor and report on the progress of complaints and compliance with statutory and corporate procedures as required.
* Maintain accurate records to support compliance with statutory and corporate duties.
* Write high-quality complaint responses for manager, senior leader and Chief Executive sign‑off, and build effective working relationships quickly with colleagues across directorates to support well‑informed outcomes and remedies.
* Identify learning from complaints through root cause analysis and thematic review.
* Communicate with residents and service users by telephone and in writing to gather information, provide updates and respond to complaints with professionalism and empathy.
* Support the Compliance and Complaints Team to deliver monthly and annual targets, and improvement activity that enhances customer experience and complaint handling.
Qualifications and Experience
* Education to A-level standard, including GCSE English and Maths at Grade C or above, or equivalent experience.
* Experience of working in a customer resolution or complaint handling environment, including handling sensitive information with tact and diplomacy.
* Excellent written and verbal communication skills, with the ability to understand, investigate and respond to complaints clearly, professionally and with empathy.
* Strong organisational skills, with the ability to prioritise work, use initiative, meet tight deadlines and remain self‑motivated.
* Proven ability to manage a high caseload and work effectively under pressure while maintaining accuracy, professionalism and sound judgement.
* Emotional resilience to support residents and service users through the complaints process, including in difficult and sensitive circumstances, while working at pace.
* Knowledge and experience of complaint handling in a local government or health setting, particularly within corporate, Ombudsman and/or statutory complaints processes.
* Experience of dealing with people who are dissatisfied or unhappy, and managing those situations calmly and professionally.
* A sound understanding of confidentiality and data protection.
* The ability to identify possible safeguarding concerns and escale information to the appropriate service where needed.
* The ability to work effectively in a fast‑paced environment shaped by change and continuous improvement.
* Experience of analysing information and data, and using technology such as CRM systems and Microsoft Office.
Disclaimer
Essex County Council is proud to be a Disability Confident Leader and is committed to interview all disabled applicants who meet the minimum requirements of the role. We are also committed to interview all veterans and care leavers, who meet the minimum requirements of the role. We value integrity and ethical behaviour and expect all employees to observe the code of conduct and Nolan principles.
#J-18808-Ljbffr