Cardiff Council is looking for a dedicated and detail-oriented Complaints & Communications Officer to join our Quality & Appeals team. This is a key role where you’ll be the voice of the Council in responding to enquiries from Councillors, Members of the Senedd, Members of Parliament, and the public—ensuring every response is timely, accurate, and of the highest standard.
About the job In this role, you will:
Draft high-quality responses to complaints and enquiries from elected representatives and external stakeholders
Liaise with the Ombudsman and provide information and reports as required
Collect, analyse and report on complaints data to identify trends and support service improvement
Support senior officers and staff in all aspects of complaints handling and communication
Contribute to the development of policies, procedures, and quality systems within the team
What We Are Looking For From You We’re looking for someone who:
Has proven experience in complaints handling, ideally within housing or local government
Communicates clearly and confidently across all levels
Can analyse and interpret statistical data to inform decision-making
Thrives in a fast-paced environment and enjoys problem-solving
Is committed to fairness, transparency, and continuous improvement
This is your opportunity to make a real difference to the lives of tenants across Cardiff.
Additional information Internal candidates who wish to apply for the position on a secondment basis must obtain approval prior to application using Form SEC1 (4.C.081). Requests may only be approved by the relevant Director/ Assistant Director/ Chief Officer or senior nominated officer graded no lower than OM2 or in the case of schools based staff the Headteacher / Governing Body.
This post is subject to a Disclosure and Barring Service Basic check.
This vacancy is suitable for post share.
We welcome applications in both Welsh and English. Applications received in Welsh will not be treated less favourably than English applications.
For an informal discussion about the role, please contact Suzanne Ventrice via:
Telephone: 029 2053 7306
Email: sventrice@cardiff.gov.uk
Microsoft Teams: Suzanne Ventrice
We understand you might use AI and other resources for your application; however, please ensure all information you provide is factually accurate, truthful, original and does not include ideas or work that is not your own.
Please note the Council does not accept CV’s. When completing the supporting information section of your application, please ensure you refer to the below located on our website :
Important information you need read in order to complete your application:-
This document is available in Welsh / Mae’r ddogfen hon ar gael yn Gymraeg
Job Category Communities
Department Housing & Communities
Working Pattern/Contract Type Full Time Permanent
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