Corporate Complaints & Member Enquiries Manager

We are looking for an experienced, improvement-focused manager to lead our Complaints & Members Enquiries team. This is a key middle-management role with corporate reach helping to ensure complaints and Member Enquiries are handled consistently, lawfully, and with a strong focus on resolution, learning and service improvement.

About the role

You’ll lead a small team delivering high-quality corporate complaints and Member Enquiries work across the organisation (including coordinated complaints, statutory complaints and Ombudsman complaints). You’ll also work proactively with services to reduce avoidable complaints and escalation by improving customer experience and fixing root causes.

This is a high-profile role with regular engagement with senior officers and elected members requiring strong judgement, confidence with data and performance reporting, and an ability to influence at pace.

What you’ll be doing

You will:

- Lead and motivate the team to deliver performance targets for Member Enquiries (MEQs) and complaints across corporate and departmental areas.
- Oversee corporate delivery for co-ordinated complaints, statutory complaints and Ombudsman complaints, including managing the Council’s relationship with the Local Government & Social Care Ombudsman (LGSCO).
- Act as case management system product owner, working with services and Digital colleagues to improve automation, insight and system performance.
- Drive continuous improvement: redesign processes, strengthen governance, tackle non-compliance, and embed learning and action planning with services.
- Lead on analysis and reporting—spotting themes, causes and opportunities for improvement, and presenting insight to senior leadership and political forums (e.g. DMTs, briefings and boards).
- Horizon scan for best practice and legislative / policy change in the complaints and Ombudsman landscape, translating learning into practical operational improvements.

What we’re looking for

You’ll bring:

- Strong people leadership—able to coach, motivate and set clear expectations and performance standards.
- Extensive experience of complaint handling in a public sector (or similarly complex) environment, including statutory and Ombudsman complaints.
- Proven service improvement and change management capability with evidence of tangible results.
- Confidence using data and insight to drive improvement, produce clear reports, and present to senior stakeholders.
- Excellent stakeholder management skills, including an understanding of local government decision-making and the different roles of members and officers.
- Budget and resource management capability, with an eye on value, prioritisation and outcomes.
- A customer-focused, resolution-based mindset—and the ability to communicate clearly and courteously with residents in spoken English.

Desirable: experience of digitally transforming access to services, particularly for customers who may need additional support or adjustments.

Contact Details -

If you would like to know more about the role, please contact Lucy Nasby on 02081323001 for an informal discussion or to arrange a visit to the team.

If you have any difficulties accessing this information, please contact Andrea Walkerdine at andrea.walkerdine@enfield.gov.uk or on 020 8132 1022.

We do not see your name or title when shortlisting your application. This is one of many initiatives to build a more talented and diverse workforce. However, if you put your name on your CV or Statement it will be visible to us. For this reason, we ask that you do not include your name on these documents. Please note it is your responses to the Essential/Desirable criteria, as detailed in the Job Description and Person Specification which is available on the job advert, that will determine if you are shortlisted for an interview, therefore we encourage you to always address the essential and desirable criteria in your application/CV.

We are passionate about our people and how we deliver services to our community in Enfield. That’s why we encourage a culture that puts our customers at the heart of everything we do - by empowering our people to work together to find solutions, be open, honest and respectful, take responsibility and listen and learn. If you value these behaviours too, we’d love to hear from you - and of course we are always happy to talk flexible working, click here to find out more.

Why it's great to work for Enfield Council:

- An excellent pension through the Local Government Pension Scheme (LGPS).
- Up to 32 days annual leave depending on grade and length of service. You will also get eight public holidays per year and an extra day off at Christmas.
- A blend of remote and office based working for most roles.
- Interest free season ticket loan repayable over three or ten months.
- Career development and learning experiences from a range of training courses and learning methods.
- Employee Assistance Programme to provide advice and counselling services. This is a free and confidential service available to staff and members of their family.
- Health and leisure discounts and tax-free bikes for work.
- 1 month's paid sabbatical for registered Social Workers working in Children's Social Care.

We reserve the right to close this vacancy once a sufficient number of applications have been received. Therefore, we advise that you complete fully and submit your application as soon as possible to avoid disappointment.

If you have previously applied for this role within the past 6 months, unfortunately, a second application will not be considered.