Complaints Officer

6-month contract role with a local authority

Summary

• This 6-month contract role with a local authority is designed to lead and coordinate the effective management of complaints related to the Council's Waste and Recycling Collection Service. As a Complaints Officer, you will be responsible for investigating and responding to customer complaints, ensuring that issues are resolved promptly, professionally, and within agreed timescales. This role requires close collaboration with operational teams, gathering and analysing information, supporting vulnerable customers, and identifying opportunities for continuous service improvement through effective complaint monitoring and reporting.
  

Responsibilities

• Investigate, manage, and resolve Stage 1 complaints related to Operations, Waste, and Recycling services within agreed service standards and timescales.
  
• Gather, review, and analyse information from relevant departments to ensure accurate, comprehensive, and timely complaint responses.
  
• Liaise with Waste Operations, Waste Minimisation and Sustainability teams, managers, and other stakeholders to obtain relevant evidence and information.
  
• Ensure all issues raised by complainants are addressed in line with Council policies, procedures, legislation, and best practice guidelines.
  
• Maintain accurate records of complaints, investigations, correspondence, outcomes, and supporting documentation on the Council's complaint management systems.
  

Requirements:

• Essential Experience Required:
  

  • Experience handling customer complaints, investigations, or customer resolutions within a busy customer-focused environment.
    
  • Experience delivering excellent customer service to diverse customer groups, including vulnerable individuals.
    
  • Experience communicating effectively through multiple channels, including telephone, email, and written correspondence.
    

• Essential Qualifications Required:
  

  • GCSE Grade C/4 or above (or equivalent) in English and Mathematics.
    
  • Evidence of continuous professional development relevant to customer service, complaints handling, or administration.
    

Additional Information

• Working hours: 37 hours per week.
  
• Due to the nature of this role, the successful candidate will be required to work on-site, 5 days per week.
  
• We work on a bi-weekly schedule.
  
• The role closes on 27th July 2026, apply ASAP.