Job Description
Job Title: Recovery Programme Manager - Complaints Transformation (Local Government)
Contract: 6 months (likely to extend)
Rate: £600/day (Inside IR35)
Location: Berkshire area (hybrid working - 2 days per week onsite expected)
Start: ASAP
Salt Recruitment's Local Government team is supporting a council in the Berkshire area to appoint an experienced Recovery Programme Manager to deliver a critical workstream within their wider Recovery and Improvement Plan.
This role focuses specifically on transforming the council's complaints process-ensuring it is efficient, fair, and capable of rebuilding trust with residents. It sits within a high-profile corporate programme and will require someone with proven experience delivering similar change in politically complex environments.
Please note: Strong public sector experience is essential. We are only able to consider candidates who have led similar service improvement or transformation programmes within a local authority or comparable public body.
Key Responsibilities:
* Lead the mobilisation and delivery of a complaints improvement programme aligned to corporate recovery objectives
* Redesign the end-to-end complaints process to improve customer experience, accessibility, and resolution
* Develop business cases, programme documentation, and clear reporting mechanisms
* Manage risks, issues, and dependencies while ensuring benefits realisation
* Work closely with Heads of Service, operational leads, and senior governance forums
* Contribute to other strategic programmes and support wider transformation governance as required
The Ideal Candidate:
* Substantial experience in local government or public sector transformation roles
* Demonstrable track record leading complaints process reform, customer/resident service improvements, or recovery programmes
* Skilled in engaging senior stakeholders, including elected members, directors, and external commissioners
* Confident developing business cases, reporting benefits, and managing complex programme delivery
* Qualifications in PRINCE2, MSP or equivalent are desirable
This is a fantastic opportunity to play a key role in a council's recovery journey, making a direct impact on resident outcomes and long-term service improvement.
*Rates depend on experience and client requirements