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Purpose
To manage complex corporate (non-statutory) and statutory complaints. You'll review and draft final-stage responses, assure quality, and drive learning and improvements across services.
Key duties
* Coordinate end-to-end complaint handling and support Ombudsman cases
* Draft/sign off final responses; ensure compliance with policy and timescales
* Analyse performance data and report to managers/DMTs
* Liaise with senior officers on sensitive/high-risk cases
* Provide guidance to services on good practice
About you
* Strong track record handling complaints in local government or similar
* Excellent written/verbal communication and stakeholder management
* Solid grasp of relevant legislation, policies and procedures
* Highly organised; able to manage competing deadlines
* (Desirable) Experience supporting/supervising junior staff
If interested, please submit CV and call Varsha on (phone number removed) between 9am to 5pm (Mon to Fri)
