Complaints Officer
3 Month Contract September start
£350-£400 per day
Inside IR35 (via umbrella)
Hybrid Working | 2 Days On Site - South East CVs are being reviewed immediately and interviews will be taking place shortly. Are you an experienced Complaints Officer with a strong track record of managing complex local authority complaints? Do you thrive in fast-paced environments where you can bring structure, expertise and resilience to a service under pressure? This is an excellent opportunity for a skilled Complaints Officer to join a new team facing a significant backlog across Children's, SEND and Corporate Complaints, including cases progressing to the Local Government & Social Care Ombudsman (LGSCO). You will play a key role in driving improvements in complaint handling, supporting managers with complex cases, and ensuring responses are robust, compliant and customer-focused. With limited systems support currently in place, this assignment requires someone highly organised, proactive and confident in making informed decisions under pressure. Your Role as Complaints Officer:
3 Month Contract September start
£350-£400 per day
Inside IR35 (via umbrella)
Hybrid Working | 2 Days On Site - South East CVs are being reviewed immediately and interviews will be taking place shortly. Are you an experienced Complaints Officer with a strong track record of managing complex local authority complaints? Do you thrive in fast-paced environments where you can bring structure, expertise and resilience to a service under pressure? This is an excellent opportunity for a skilled Complaints Officer to join a new team facing a significant backlog across Children's, SEND and Corporate Complaints, including cases progressing to the Local Government & Social Care Ombudsman (LGSCO). You will play a key role in driving improvements in complaint handling, supporting managers with complex cases, and ensuring responses are robust, compliant and customer-focused. With limited systems support currently in place, this assignment requires someone highly organised, proactive and confident in making informed decisions under pressure. Your Role as Complaints Officer:
- Manage complex Corporate, Children's Statutory and SEND complaints , including responses to LGSCO enquiries
- Provide expert guidance, challenge and support to operational teams on complaint handling and resolution
- Quality assure complaint responses, accuracy and excellent customer experience standards
- Manage difficult and persistent complainants , handling calls professionally and constructively
- Support the reduction of a significant complaints backlog whilst ensuring compliance with statutory and corporate deadlines
- Proven experience managing LGSCO investigations within a Local Authority
- Knowledge and experience of Statutory Children's Complaints and/or SEND Complaints processes
- Strong decision-making skills with the ability to determine appropriate complaint pathways and resolutions
- Excellent organisational skills with experience managing high-volume, administratively complex caseloads
- Resilient and persistent, with a proven ability to work to demanding deadlines and stakeholder expectations
Vacancy posted 2 days ago
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