Join to apply for the Complaint Officer role at London Borough of Camden
Join to apply for the Complaint Officer role at London Borough of Camden
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Salary: £40,911
Grade: Level 3, Zone 2
Location: 5 Pancras Square, London, N1C 4AG
Contract Type:1 x Permanent and 1 x FTC for 12 months
Hours:36
Closing Date:Wednesday 20th August 2025; 23:55
About Camden
Camden is building somewhere everyone can thrive, by making our borough the best place to live, work, study and visit. Because, we’re not just home to UK’s fast-growing economy. We’re home to the most important conversations happening today. The Finance service in Camden has an ambitious vision to ensure delivery of a high-quality, value- added service with excellent financial controls. We will do this through an exciting journey of change, challenge, and innovation.
What You’ll Be Doing / How You’ll Be Involved
We have an exciting opportunity for a Complaint Officer to join our specialist team within Business Support Services and promote best practice in complaints handling across the council proactively working with our citizens and services to identify learning from complaints to improve the services the council provides.
We’re looking for someone to not only support the day-to-day operational tasks but also to bring fresh ideas and challenge the way things are done in a way that is citizen-focused, simple, open and transparent.
In this role you will ensure the council meets its obligations in handling statutory and non-statutory complaints that helps services to resolve issues and promote shared learning leading to service improvements.
You will deal with Stage 2 complaint reviews and enquiries from the Local Government and Social Care Ombudsman (LGSCO) and Housing Ombudsman (HO), working with senior managers across the council to ensure they fulfil their role of adjudicating officers following complaint investigations.
To view the Job Profile, please click the below link:
http://camdocs.camden.gov.uk/HPRMWebDrawer/Record/10806330/file/document?inline
All About You
You will have knowledge of UK statutory and non-statutory complaints policies and procedures, UK data protection legislation, including the Data Protection Act 2018 and General Data Protection Regulation. Knowledge of LGSCO and Housing Ombudsman good practice is also required.
You will be an extremely customer-focused individual who has experience of developing good relationships with the public and a range of staff at all levels of the organisation.
You will have excellent communication skills and the ability to see things clearly from others’ viewpoints and negotiate using tact and diplomacy.
You are able to resolve issues and recommend solutions to ensure effective resolutions of complaints that promotes shared learning and directly leads to service improvements.
You are able to train and advice other people across the organisation either individually or in groups across various media (face to face, webinars etc.)
What We Offer
At Camden, you’ll receive a host of benefits. From flexible working to 27 days annual leave (+ bank holidays!). We also know that a work life balance is extremely important so we also offer family leave, loan schemes and access to our incredible staff networks. We also have an incredible pensions scheme. Visit 'www.camdenjobs.co.uk/staff-benefits' for more details.
Inclusion and Diversity
We want Camden Council to be a great place to work and to ensure that our communities are represented across our workforce. A vital part of this is ensuring we are a truly inclusive organisation that encourages diversity in all respects, including diversity of thinking. We particularly welcome applications from Black, Asian and those of Other Ethnicities, LGBT+, disabled and neurodiverse communities to make a real difference to our residents so that equalities and justice remains at the heart of everything we do.
To discover more about Camden and our commitment towards diversity, equality and safeguarding, please visit 'www.camdenjobs.co.uk/staff-benefits' for more details.
Anonymised Application–in keeping with Camden’s commitment to inclusion the recruitment to this role is anonymised and supports the objective of reducing the impact of unconscious bias.
Asking for Adjustments
Camden is committed to making our recruitment practices barrier-free and as accessible as possible for everyone. This includes making adjustments or changes for disabled people, neurodiverse people or people with long-term health conditions. If you would like us to do anything differently during the application, interview or assessment process, including providing information in an alternative format, please contact us on 020 7974 6655, at resourcing@camden.gov.uk or post to 5 Pancras Square, London, N1C 4AG.
Seniority level
* Seniority level
Not Applicable
Employment type
* Employment type
Full-time
Job function
* Job function
Other
* Industries
Government Administration
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