Senior Complaint Resolution Officer
Working Pattern:
* Minimum 2 days per week in the office
* First week fully office‑based for induction and training
About the Role
We are currently recruiting for a Senior Complaint Resolution Officer to join Hammersmith & Fulham Council. This is a key role within the Customer Resolution function, supporting the delivery of a high‑quality complaints, enquiries, and compliments service.
Key Responsibilities
* Play a pivotal role in delivering an effective complaints, enquiries, and compliments management service, ensuring agreed service standards are consistently met
* Prepare and issue high‑quality responses to complaints and Members’ enquiries in line with Council policies and procedures
* Resolve issues efficiently to meet performance targets and prevent escalation to higher complaint stages
* Work collaboratively with internal teams to ensure timely and accurate case resolution
* Line manage and supervise up to two Customer Resolution Officers, subject to operational requirements
Candidate Requirements
* Proven experience handling formal complaints within a local authority or public sector environment
* Strong written communication skills, with the ability to produce clear, professional responses
* Good knowledge of complaint handling procedures, governance, and service standards
* Experience of supervising or mentoring staff is desirable