Senior Complaints Officer - Corporate(PO2)
Enfield Council
Role
Who You Are
An experienced professional with a solid background in handling both statutory and non-statutory complaints within a local government or similar sector. You excel in communication, stakeholder management, and possess extensive knowledge of relevant legislation and policies. You are well-organized and can manage competing deadlines effectively. Experience in supporting or supervising junior staff is a plus.
What the Job Involves
The Senior Complaints Officer is responsible for managing complex corporate and statutory complaints. You will handle the end-to-end complaint process, from logging to drafting final responses, ensuring compliance with council policy and legal timelines. The role involves coordinating complaints handling, supporting Ombudsman cases, analyzing performance data to report on departmental outcomes, and liaising with senior officers for high-risk cases. Additionally, the role requires the provision of advice to service departments to promote organizational learning and improve practices.
Skills
- Handling complaints in local government or similar
- Excellent written and verbal communication
- Stakeholder management
- Knowledge of relevant legislation and policies
- High level of organization and time management
- (Desirable) Experience in supervising junior staff