We're recruiting an experienced and highly motivated Senior Complaints Officer to join a dynamic corporate complaints and information team. This is a key role ensuring fair, transparent, and high-quality handling of corporate complaints and information requests, helping to drive service improvement and strengthen trust between residents and the organisation. You'll be joining at an important time, with the opportunity to make a real impact on how feedback is managed and learning is embedded across departments. Working closely with senior managers, elected members, and partner agencies, you'll help deliver a responsive, customer-focused service that supports accountability and continuous improvement. The Role · Lead on the coordination and management of non-statutory and statutory complaints, ensuring compliance with relevant policies, procedures, and legislation. · Review and investigate complex final stage complaints, drafting high-quality responses and developing action plans that drive service learning and improvement. · Oversee the logging, tracking, and performance monitoring of complaints and information requests, ensuring statutory deadlines are met. · Provide quality assurance for complaint responses, exercising professional judgement on tone, accuracy, and resolution. · Act as a key advisor to managers, staff, and elected members on complaints handling and good practice. &mi...