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Are you looking for an opportunity to make a direct impact on how residents' concerns and enquiries are managed across the Council? The Complaints Service plays a key role in supporting elected Members, improving customer experience, and promoting accountability and continuous improvement across services. Working closely with Councillors, MPs, senior managers and service teams, the service helps ensure enquiries are handled effectively, lessons are learned, and high standards of customer service are maintained.

As a Members Enquiry Support Officer, you will support the management of Members' enquiries across the organisation, ensuring they are processed in a timely, accurate and effective manner. You will assist elected Members with the use of the online enquiry management system, monitor and follow up overdue enquiries, maintain accurate records, analyse trends and work with services to identify opportunities for improvement. The role also includes designing and delivering training, supporting system improvements, providing advice and guidance to officers, and promoting best practice in enquiry management to improve outcomes for residents and stakeholders.

We are looking for someone with experience of handling Members' enquiries or demonstrable transferable experience in a customer-focused environment. You will have strong written and verbal communication skills, excellent organisational abilities and the capacity to manage competing priorities effectively. The successful candidate will be able to analyse information, identify service improvements, build productive relationships with colleagues at all levels and deliver training and development activities. Knowledge of enquiry handling best practice, service improvement and customer experience principles will be essential, together with a commitment to delivering high-quality services and continuous improvement.

To view the Complaints officer role profile please Click here.

About us

Croydon Council’s priorities

The Council balances its books, listens to residents, and delivers good sustainable services

Get a grip on the finances and make the council financially sustainable
Become a council which listens to, respects and works in partnership with Croydon’s diverse communities and businesses
Strengthen collaboration and joint working with partner organisations and the voluntary, community and faith sectors
Ensure good governance is embedded and adopt best practice
Develop our workforce to deliver in a manner that respects the diversity of our communities

Key business plan outcomes:

Croydon is a place of opportunity for business, earning and learning
Children and young people in Croydon have the chance to thrive, learn and fulfil their potential
Croydon is a cleaner, safer and healthier place, a borough we’re proud to call home
People can lead healthier and independent lives for longer
Croydon Council’s new ways of working

Equal Opportunities Statement

Croydon Council is an inclusive employer and welcomes applications from all sections of the community. Subject to business needs, we will be pleased to consider applications from candidates seeking flexible working arrangements and support hybrid working, whereby staff attend the workplace for part of their working week and work from home, or elsewhere, remotely for the rest of the time.

As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the advertised role.

Croydon council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all staff to share this commitment.
The Successful candidate will be subject to a DBS check, if the role requires one.

Salary range

£38,256 - £39,276 per year