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About this job

As a Complaints Co-ordinator, you will play a vital role in ensuring that the Council’s complaints are managed efficiently, fairly, and in line with corporate and statutory requirements. Working at the heart of the organisation, you will act as a key point of contact between residents, services and senior officers, helping to drive high-quality, timely responses. You will be responsible for logging and triaging complaints, allocating cases to the appropriate services, and proactively monitoring progress to ensure responses are delivered within agreed timescales. You will work closely with a wide range of departments to obtain information, provide guidance on the complaints process, and ensure responses are clear, thorough, and in line with Ombudsman expectations. This is a fast-paced and rewarding role where attention to detail, strong organisational skills, and excellent communication are essential. You will be expected to support services to learn from complaints, identify themes and trends, and contribute to continuous service improvement across the organisation. You will also ensure that accurate records are maintained, responses are quality checked before issue, and that all correspondence reflects the Council’s commitment to transparency, accountability, and customer focus.

About you

You are someone who enjoys working with people and takes pride in delivering excellent customer service. You are confident communicating with a wide range of individuals and can manage sensitive situations with tact, empathy and professionalism. You are organised, accurate and able to manage a varied workload, with strong administrative and IT skills. You understand the importance of getting things right and handling information securely. You value diversity and inclusion, and you are comfortable working with people from different backgrounds and communities. You are a team player with a positive, flexible approach, and you are keen to learn, develop and build a career within a specialist service.

Additional Information

You will be expected to comply with all relevant legislation and Council policies, including data protection, equalities, health and safety, and information governance.

The postholder may be required to undertake additional duties in line with the needs of the service and within the scope of the role.