We're recruiting an experienced and highly motivated Senior Complaints Officer to join a dynamic corporate complaints and information team. This is a key role ensuring fair, transparent, and high-quality handling of corporate complaints and information requests, helping to drive service improvement and strengthen trust between residents and the organisation.

You'll be joining at an important time, with the opportunity to make a real impact on how feedback is managed and learning is embedded across departments. Working closely with senior managers, elected members, and partner agencies, you'll help deliver a responsive, customer-focused service that supports accountability and continuous improvement.

The Role
· Lead on the coordination and management of non-statutory and statutory complaints, ensuring compliance with relevant policies, procedures, and legislation.
· Review and investigate complex final stage complaints, drafting high-quality responses and developing action plans that drive service learning and improvement.
· Oversee the logging, tracking, and performance monitoring of complaints and information requests, ensuring statutory deadlines are met.
· Provide quality assurance for complaint responses, exercising professional judgement on tone, accuracy, and resolution.
· Act as a key advisor to managers, staff, and elected members on complaints handling and good practice.
· Support and develop a Complaints Coordinator, ensuring strong performance and professional growth.
· Contribute to cross-council training initiatives, ensuring consistent, customer-focused complaint handling across services.
· Liaise with internal teams, Ombudsman services, and partner organisations to manage high-risk or complex cases effectively.
· Use insight and data from complaints to identify trends, risks, and opportunities for service improvement.

Key Requirements
· Proven experience in complaints management within a local authority or similar public sector environment.
· Strong knowledge of complaint legislation, policies, and regulatory frameworks.
· Excellent written and verbal communication skills, with the ability to influence, negotiate, and convey complex information clearly.
· High level of political awareness and risk management skills, able to work confidently with senior officers and elected members.
· Exceptional organisational and analytical skills, with the ability to manage large workloads and meet tight deadlines.
· Proven ability to produce clear, evidence-based reports and recommendations that drive service learning.
· Experience in data management, quality assurance, and performance reporting.
· Commitment to equality, diversity, and customer service excellence in all aspects of work.

What you need to do now
If you are interested in this role and meet the criteria above, please click APPLY NOW and send us your application today.

If you do not hear from us within 48 hours of applying, your application has been unsuccessful.

Footnote
If you feel that this job matches your skills but not the rate, location, or seniority, please feel free to send us your CV anyway. We constantly recruit for similar roles across all levels, UK-wide, and would be pleased to speak with you confidentially about your employment status.
Even if you're currently satisfied in your role, we welcome calls from professionals looking to make future connections.
Our specialist team at Carrington West has over 100 years of combined experience in this market. For more information, call Zubair at Carrington West on 02393 876065.
By applying for this position, you agree for Carrington West to hold and process your personal data in accordance with our Data Protection Policy. Your data will only be shared with third-party clients for roles relevant to your application. You may withdraw consent at any time by contacting us.