Complaints Officer

Salary range: Grade 9 £42,060- £43,680 p.a. plus fantastic benefits

Contract: Fixed Term /Internal Secondment

Hours of work: 36 hours per week

Location: Croydon

Please note there are 3 x positions available

1 x Fixed Term Contract/Internal Secondment 12 months

2 x Internal secondments 6 months

Are you passionate about delivering outstanding customer service, resolving complex issues, and driving service improvement? We are looking for a highly motivated and skilled Complaint Resolution Officer (Corporate) to join our Complaints Team on a 12-month fixed term contract (for external candidates) or a 12 month secondment (for internal candidates). This is an exciting opportunity to play a key role in ensuring that residents' concerns are investigated fairly, thoroughly and compassionately, while helping services learn from complaints and improve outcomes across the organisation.

As a Complaint Resolution Officer, you will lead on the investigation and management of complex Stage 2 complaints across a wide range of council services. You will also support the management of Housing Ombudsman and Local Government & Social Care Ombudsman enquiries, ensuring responses are robust, timely and compliant with complaint handling requirements. You will work closely with senior managers, service teams and external partners to:

• Manage and coordinate complex complaint investigations from start to finish.
• Analyse evidence, identify findings and make recommendations for resolution and service improvement.
• Draft high-quality responses on behalf of senior leaders and directors.
• Coordinate responses to Ombudsman enquiries and decisions.
• Provide professional advice and guidance on complaint handling best practice.
• Deliver training and coaching to colleagues across the organisation.
• Promote a strong culture of learning from complaints and customer feedback.
• Support continuous improvement of complaint processes, reporting and performance.

We are looking for someone who can confidently manage sensitive and complex cases while maintaining a strong customer focus. You will have:

• Experience of complaint handling or demonstrable transferable investigative skills.
• Knowledge of complaint handling best practice and customer feedback management.
• Experience of working with stakeholders at all levels, including senior managers.
• Experience of dealing with members of the public in challenging or sensitive situations.
• An understanding of relevant legislation, regulatory frameworks, or the ability to quickly acquire this knowledge.

Essential Skills:

• Excellent written communication skills with the ability to explain complex matters clearly and concisely.
• Strong verbal communication and presentation skills.
• Excellent judgement and decision-making abilities.
• Strong analytical skills and the ability to review and interpret complex information.
• Ability to influence, challenge constructively and build effective working relationships.
• Excellent organisational skills and the ability to manage competing priorities.
• A resilient, proactive and solution-focused approach.
• A commitment to delivering high-quality customer outcomes.

If you have a passion for fairness, excellent customer service and driving positive change, we'd love to hear from you.

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Croydon Council’s priorities

The Council balances its books, listens to residents, and delivers good sustainable services

• Get a grip on the finances and make the council financially sustainable
• Become a council which listens to, respects and works in partnership with Croydon’s diverse communities and businesses
• Strengthen collaboration and joint working with partner organisations and the voluntary, community and faith sectors
• Ensure good governance is embedded and adopt best practice
• Develop our workforce to deliver in a manner that respects the diversity of our communities

Key business plan outcomes:

• Croydon is a place of opportunity for business, earning and learning
• Children and young people in Croydon have the chance to thrive, learn and fulfil their potential
• Croydon is a cleaner, safer and healthier place, a borough we’re proud to call home
• People can lead healthier and independent lives for longer
• Croydon Council’s new ways of working

Equal Opportunities Statement

Croydon Council is an inclusive employer and welcomes applications from all sections of the community. Subject to business needs, we will be pleased to consider applications from candidates seeking flexible working arrangements and support hybrid working, whereby staff attend the workplace for part of their working week and work from home, or elsewhere, remotely for the rest of the time.

As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the advertised role.

Croydon council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all staff to share this commitment.

The Successful candidate will be subject to a DBS check, if the role requires one.