Senior Complaints Officer - Corporate(PO2)

Who You Are

You are an experienced professional with a strong track record in handling complaints, preferably within local government or a similar context. Your excellent written and verbal communication skills, along with your ability to manage stakeholders and comprehend relevant legislation, make you ideal for this role. You thrive under pressure, managing competing deadlines effectively.

What the Job Involves

You will manage both non-statutory and statutory complaints, reviewing and drafting final-stage responses, ensuring quality measures, and driving learning and improvements across services. Key responsibilities include coordinating end-to-end complaint handling, overseeing Ombudsman cases, drafting and signing off final responses, analyzing performance data, liaising with senior officers on sensitive cases, and providing guidance on good practice.

Skills

• Complaint handling
• Stakeholder management
• Legislation and policy knowledge
• Organizational skills
• (Desirable) Supervisory experience