About the Role:
One of my local government clients is seeking an experienced and highly capable Senior Complaints Officer for an initial three-month assignment.
This is a critical role within the council, managing and overseeing complex corporate (non-statutory) and statutory complaints, ensuring high standards of service, compliance with statutory timescales, and a culture of continuous improvement across departments.
Key Responsibilities:
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Manage the end-to-end complaints process, ensuring timely and high-quality resolution
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Draft and quality-assure final-stage complaint responses
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Handle Ombudsman cases and ensure organisational readiness and compliance
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Analyse and report on complaints data and trends to senior management and DMTs
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Provide expert guidance and support to service areas, promoting best practice in complaint handling
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Liaise with senior officers on sensitive and high-risk cases
About You:
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Proven experience in managing complaints within local government or a similar public sector environment
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Excellent communication skills – both written and verbal – with a clear, concise, and professional tone
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Strong stakeholder engagement and relationship-building skills
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In-depth understanding of relevant legislation, policies, and statutory complaint processes
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Highly organised, analytical, and able to manage multiple priorities
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(Desirable) Experience in supporting or supervising junior colleagues
Additional Details:
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Contract Length: 3 months (possible extension)
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Hybrid Working: 2 days per week onsite (remaining remote)
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Team: Complaints & Access to Information
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Reporting to: Complaints Team Manager
If interested in this role please send your CV to Jahker at Coyle Personnel Ltd