Complaints Officer The Corporate Complaints Team is responsible for ensuring an effective, open and robust corporate complaints handling process, developing and implementing policies and procedures as appropriate. The Team oversees complaints as a whole across the Authority with a lead on Ombudsmen liaison.


Complaints Officer There is also close liaison with the other complaints teams and representatives across the Council, as well as senior management, elected members, MPs and other authorities and agencies.


Complaints Officer The Team is responsible for developing a positive, open and honest complaints culture across the Council and provides support, guidance and training to staff.


Complaints and other representations are assessed to ascertain appropriate action and are recorded on the Council’s case handling system, which the Team also oversees.


Complaints Officer Performance information is regularly reported to senior management teams including the Council’s Management Board and Executive. The main task is to log and acknowledge complaints, allocate them to the service area and track response/conclusion. Strong attention to detail, good communication, customer service, good IT and systems skills and ability to learn quickly are the key requirements


Knowledge and Experience
·Dealing with sensitive and confidential information
·Principles of customer focussed service
·Theories and principles of administrative policies and processes
·Dealing with vulnerable, distressed or aggressive customers
·Use of a variety of ICT applications
·Significant experience of an office environment
·Significant experience of a challenging environment
Identifying causes of problems and appropriate solutions