Job description
Location: The Council House
Hours: 37 hours a week
Closing Date: 17th May 2026
Contract Type: Permanent
Derby City Council is establishing a new Corporate Complaints Team to strengthen how we manage customer feedback and ensure complaints are handled consistently across the organisation.
We are looking for a proactive and organised Complaints Officer to support the effective administration and coordination of complaints, comments and compliments received by the Council. The role will also support enquiries from the Local Government and Social Care Ombudsman (LGSCO) and help ensure the Council operates in line with the Ombudsman’s Complaint Handling Code.
Working closely with the Complaints Manager, you will play an important role in ensuring complaints are logged, monitored and responded to within required timescales. You will also help maintain accurate records, support reporting and analysis of complaints data, and identify opportunities for service improvement.
Who We Are
Here at Derby City Council, we’re dedicated to delivering nearly 250 first-class services to citizens and businesses in the heart of the Midlands. People are at the centre of all that we do, and we have an outstanding track record of recruiting and developing talented individuals by providing them with varied and fulfilling career opportunities.
What We Offer
You too could be part of something brilliant by becoming a colleague at Derby City Council; in addition to making a difference to the lives of people across the city, you’ll also receive:
• Flexible work/life balance scheme
• Modern office environment
• Continued professional development opportunities & career conversations
• 27 days annual leave (rising to 32 days after 5 years' service), plus bank holidays
• Local Government Pension Scheme
• Team Derby Rewards – retail and leisure discounts
• Tusker Car Benefit Scheme
• Cycle2Work Scheme & free cycle training
• Employee Assistance Programme, Wellbeing Calendar and Support
• Access to our Equality Employee Networks – LGBTQ+, Disabled Employee Network & Carers and our Black, Asian & Minority Ethnic Employee Support Network and Neurodiversity Network
• Support for colleagues who are carers
The Opportunity
In the role of Complaints Officer, here’s an example of what you’ll be doing to make an impact:
This is an exciting opportunity to join a newly created team and contribute to improving how the Council learns from customer feedback.
Key Responsibilities
• Monitor and manage the corporate feedback inbox, ensuring complaints, service requests, comments and compliments are processed efficiently.
• Log and acknowledge complaints within timescales.
• Maintain accurate records of complaints, investigations, outcomes and any compensation on relevant systems.
• Support the coordination of Ombudsman enquiries and information requests.
• Provide guidance and training to colleagues on the complaint management system.
• Assist with complaints reporting, data analysis and presentations.
• Monitor response deadlines and liaise with services to ensure timely responses.
• Help identify trends and learning opportunities to support service improvement.
• Maintain empathy and professionalism when dealing with customer feedback.
About You
We are looking for a motivated and enthusiastic individual who is committed to delivering excellent customer service.
You will have experience working in a customer-focused environment, with the ability to manage competing priorities and work to tight deadlines. You will be confident maintaining records on IT systems and drafting clear written correspondence such as emails and letters.
You will also demonstrate:
• Strong organisational and time management skills
• The ability to prioritise and manage multiple tasks
• Excellent attention to detail
• A professional and empathetic approach when dealing with customers
• The ability to maintain confidentiality when handling sensitive information
• Proficiency in Microsoft Office