Senior Complaints Officer
Harlow District Council
Temporary, Full Time
£200 pd (umbrella)
Location: Harlow
Closing Date: 16th September 2025
Essex County Council are pleased to be supporting Harlow District Council to recruit a temporary Senior Complaints Officer on a 6–12-month basis. Please note that this post requires the successful individual to be based on site 2 days per week.
Harlow is a district of contrasts and an ideal location to both live and work. The town itself is thriving, with excellent shopping and leisure facilities for all ages. We have good road links to the M11 and M25 and excellent rail connections to London and Stansted Airport, just 35 minutes and 20 minutes away from Harlow respectively.
The role:
The Housing Property team in Harlow Council is looking for a confident individual who has excellent communication skills to join them as a Senior Complaints Officer to focus on responding to complaints and enquiries relating to housing and property issues. We are a busy team with the following functions:
1. Capital delivery – we have a stock investment programme worth over £51m in 25-26 that involves improving the homes where our tenants live
2. Fire safety – we have an excessive amount of outstanding fire risk actions that we are working hard to reduce as quickly as we can
3. Technical compliance – there are lots of areas where we must inspect and repair technical components such as electrical or mechanical installations
We get many enquiries and potential complaints from residents and councillors, so it is important to have an individual who enjoys interacting with a wide range of people and has the ability to problem solve in a proactive and professional manner.
Key responsibilities:
We are looking for someone who can help track, monitor and respond to incoming issues. You will need to have a very good standard of written English and a passion for customer care. You will be interacting with residents on email, on the telephone and by letter and will form part of the public face of the council.
The experience you will bring:
4. To be successful you must have previous experience of working in a customer facing role
5. You must have strong communication skills and be confident in writing letters in response to queries and complaints
6. You must be a confident user of Microsoft office packages
7. You need to be well organised and able to manage a varied and busy workload