Salary: £51,356 to £55,539 per annum
Grade: N
Contract: Permanent
Hours: Full Time 37 Hours
Location: Northallerton, North Yorkshire
The Role
We are now seeking a Complaints Manager to play a pivotal role in developing a new service to deliver a first‑class customer experience across a large and diverse authority. This is a high‑profile, corporate role offering a unique opportunity to shape, innovate and lead the Council’s approach to complaints management at both a strategic and operational level.
This is a fantastic opportunity for a skilled and strategic leader to champion positive change at the heart of North Yorkshire Council, leading and developing our Corporate Complaints function to deliver clear, fair, and impactful outcomes for our community.
In this pivotal leadership role, you will provide strong leadership, clear direction and expert oversight of the Council’s complaints policy and processes, including statutory complaints. You will be a visible customer champion, ensuring that learning from complaints drives meaningful service improvement across the organization. You will develop proposals for a new centralised complaints service, structured around a central team and five directorate‑based complaints administration teams. You will oversee the implementation of the new function, working closely with Customer Services and front‑line services to understand customer needs and embed a culture of continuous improvement. The role sits within the Strategy and Performance Management Team and offers excellent exposure to senior leaders, councillors and teams across the authority. Some travel will be required to visit teams across North Yorkshire.
Key Responsibilities
* Lead, manage and develop a high‑performing team, including workforce planning, recruitment, training and performance management
* Lead on the development and delivery of the Council’s Corporate Complaints Policy and governance arrangements
* Manage complex complaints cases and oversee Ombudsman responses in line with statutory guidance
* Influence senior leaders and work collaboratively across directorates and external partners
* Use performance data and intelligence to drive learning, improvement and service quality
* Manage resources, risks and resilience planning to ensure continuity of service
* Represent the Council at strategic forums and meetings
* Promote a strong customer focused culture and learning from complaints across the organisation
* Ensure compliance with data protection, confidentiality and safeguarding requirements
About You
* You will have significant experience of leading complaints functions, with strong knowledge of statutory complaints handling, governance and public sector regulation.
* You will be an effective communicator with proven leadership, influencing and negotiation skills, confident dealing with senior stakeholders and complex, sensitive issues.
* You are a strong leader who will champion our customer needs, motivate teams and provide a strong performance focus for the service and the council.
Benefits
* Local government, career average employer contribution pension scheme
* Family friendly leave
* Salary sacrifice schemes
* Modern flexible working practices
* Learning and development packages
* Career advancement opportunities
* Employee discount benefits including shopping and gym discounts
* Green car and cycle schemes
* Travel loans
NYC are committed to directly recruiting staff and will not accept applications nor services from agency suppliers in respect of our vacancies.
We are committed to meeting the needs of our diverse community and aim to have a workforce reflecting this diversity. We are also committed to safeguarding and promoting the welfare of children, young people and adults. We expect all staff and volunteers to share this commitment.
North Yorkshire Council’s purpose is to deliver services and facilities to the diverse residents and visitors of North Yorkshire. To ensure we deliver inclusive services we strive to have a diverse workforce where everybody can be themselves by respecting differences and embedding equality of opportunity. We celebrate diversity and recognise each other’s contributions; we therefore welcome applications from individuals of all backgrounds.
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