Babergh and Mid Suffolk District Councils Address: Customer Access Point, Stowmarket IP14 1AD Salary: £37,280 - £44,075 per annum (pro rata for part time) Hours: Full Time, 37 hours per week Contract: Permanent This role is open to full time, part time, and job share applications, all of which will be assessed equally. Join our team We are looking for a Complaints and Feedback Officer to join our Customer Experience team. If you share our values and you are motivated to make a difference for our residents, clients, and communities, we would love to hear from you. About the role Working within the Customer Experience Team, in this critical role, you will be responsible for capturing customer feedback and ensuring that it is processed accordingly and that customer complaints are dealt with in accordance with the Joint Compliments, Comments and Complaints Policy. You will strive to improve customer experience through embedding a complaints culture which encourages and supports complaints being resolved at the earliest possible opportunity. Through responses to escalated complaints, you will provide data and insight to help us improve services for our customers. Working collaboratively across the organisation you will embed a culture of excellence with complaints being resolved effectively and efficiently. You will keep records of compliments and feedback to help capture best practice and disseminate this across the organisation, whilst also transparently sharing complaints information, ensuring lessons are learnt and acted upon. You will provide management information, proactively used to improve our services, including producing an annual report for our residents and scrutiny committee. About you We are looking for a dedicated, proactive and customer focussed person who demonstrates attention to detail, strong data analysis and is able to communicate effectively at all levels with both internal and external customers. You will be resolution focussed, always putting customers at the heart of everything you do and striving to improve the services we provide. You will need to demonstrate good problem-solving skills along with the ability to enquire and ask questions to fully understand and respond to problems and complaints. You will have good influencing, negotiating and persuasive skills, communicating with a natural sense of empathy and diplomacy. About us At Babergh and Mid Suffolk District Councils we are passionate about building communities that people want to live, work, visit and invest in. We serve around 200,000 residents across our two districts and are well known for our collaboration and partnership working across public, private and voluntary sectors. We believe that the heart of Suffolk is an incredibly special place to live and work, with: 60 conservation areas two National Landscapes many picturesque market towns It is no surprise we are ranked among the top 50 places to live in the UK (United Kingdom). Benefits We offer a comprehensive benefits package, including: Generous leave entitlement (26 days a year, rising to 31 days after 5 years). Competitive Local Government Pension Scheme. Wellbeing Support and Employee Assistance Programs. Private Health Care Options. Electric Vehicle Salary Sacrifice Scheme. Paid volunteering days. Flexible and hybrid working arrangements (Business needs permitting). Great learning and development opportunities. For more information, visit our Employee Benefits page. Our ways of working We believe work is what we do, not just where we go. We work in a hybrid way, with a mix of office, home, and remote based working (Business need permitting). Our hybrid working arrangements support flexibility and collaboration, helping our teams to thrive. We are committed to equality, diversity and inclusion, providing opportunity and ambition for all, supporting and enabling our people to deliver the best possible services for our residents. For more information For an informal discussion about this role, please contact Gary Allen by either calling 01449 742887 or emailing Gary.Allen@baberghmidsuffolk.gov.uk. Please read the Job Description and Person Specification.pdf before applying for this job opportunity. Closing date: 5.00pm, 21 May 2026. How to apply Please ensure your: application form is fully completed, including employment and education history supporting statement clearly addresses how you meet the criteria in the Person Specification This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS checks or police vetting will be required for relevant posts.