Complaints Officer

BBS Recruitment is an independent recruitment agency for transport and logistics sector, supplying to a variety of clients across UK.

We are currently recruiting a Complaints Officer for our client based in Islington.

Responsibilities for the Complaints Officer

• Investigate and respond to corporate complaints and enquiries, including Chief Executive, Members, Local Government & Social Care Ombudsman and Housing Ombudsman matters.

• Manage Stage 1 and complex complaints, providing accurate, comprehensive responses within agreed council timescales and recommending appropriate resolutions.

• Coordinate cross-departmental investigations, liaising with councillors, senior officers and external organisations to ensure effective outcomes.

• Maintain accurate complaint records and provide guidance and training to officers on CRM and complaints systems.

• Analyse complaint trends, outcomes and customer feedback to identify service improvements and support organisational learning.

• Provide professional advice on service delivery, policies, procedures and complaints handling.

• Support compliance with the Council’s Complaints and Unreasonable Behaviour Policies and relevant Ombudsman guidance.

• Produce complaints data, quarterly Members’ reports and ad-hoc reports for senior management.

• Manage customer satisfaction surveys, ensuring timely distribution, accurate recording and reporting of results.

• Maintain up-to-date knowledge of legislation, council services, policies and best practice in customer service and complaints management.

• Attend internal and external meetings, liaison groups and complaint reviews, building positive relationships with stakeholders and members of the public.