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Complaints Officer
Job Posted: 6 hours ago
Salary: £ 17 - 21 / Annum
Job Type: Contract
Location: Enfield, Greater London
Expire in: a month
Job Description
About the Role:
One of local government clients is seeking a skilled and empathetic Complaints Officer to manage and resolve formal complaints across council services. This role is key to improving customer satisfaction by identifying root causes, liaising with stakeholders, and ensuring effective resolution in line with policies and best practices.
Key Responsibilities:
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Assess and investigate complex complaints by reviewing case files, communications, and service history.
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Draft formal responses and manage escalations to the Local Government Ombudsman or senior leadership.
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Communicate professionally with residents, service users, councillors, and internal departments to resolve concerns.
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Track and maintain accurate records using systems such as Verint and Northgate Housing.
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Prioritise cases based on urgency, vulnerability, or service impact, ensuring deadlines are consistently met.
Essential Skills & Experience:
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Strong analytical and investigative abilities.
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High standard of written and verbal communication.
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Proven experience in complaints handling, customer service, or casework within a public sector environment.
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Proficiency in relevant systems and the ability to manage multiple cases efficiently.
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A customer-focused approach with emotional intelligence and professionalism in sensitive situations.
If interested in this role please send your CV to Lee-Jaun at Coyle Personnel LtdBefore You Apply
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