Senior Complaints Resolutions Officer
Location: West London
Rate: £32 per hour (Umbrella)
Working Pattern: Hybrid – minimum 2 days per week in the office
Contract: Temporary / Contract About the Role We are recruiting an experienced Senior Complaints Officer to join a local authority in West London. You will play a pivotal role in delivering an effective complaints, enquiries, and compliments management service, ensuring high standards of customer service and compliance with council policies and procedures.
This role is ideal for candidates with strong local authority complaints experience who are confident managing complex cases and supporting service improvement. Key Responsibilities
- Deliver a high-quality complaints, enquiries, and compliments management service
- Draft clear, compliant, and timely responses to complaints and Members’ Enquiries
- Ensure cases are managed in line with Council policies, procedures, and performance targets
- Resolve issues efficiently to prevent escalation to higher complaint stages or external bodies
- Identify learning outcomes and contribute to service improvement
- Provide line management and supervision to up to two Customer Resolution Officers , subject to operational requirements
- Proven experience handling complaints within a local authority or public sector setting
- Strong knowledge of complaints procedures and performance standards
- Experience responding to Members’ Enquiries
- Excellent written communication and case management skills
- Ability to manage competing priorities in a fast-paced environment
- Line management or supervisory experience (desirable)
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