Complaints Administrators Internal Applicants Only
Job Location:
Walthamstow - UK
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
***Internal Applicants Only***
Organisation: London Borough of Waltham Forest
Salary: Scale 6 35520 - 37134
Contract Type: Full-time Permanent
Working hours per week: 36
Application Deadline: 06/07/2026
Proposed Interview Date(s): TBC
Reference:2164
About Us:
Bursting with culture energy and opportunity the London Borough of Waltham Forest is a fantastic and exciting place to work.
We are a highly ambitious borough. Driven by culture and the innate creativity of our residents we have developed new and innovative ways to build our communities. Our Council is relentlessly resident-focused insight-led digitally driven and commercially minded; a Council focused on meeting the needs of our existing and future residents.
London Borough of Waltham Forest is one of the Mayor of Londons Good Work Standardemployers. This accreditation is a proof of our commitment to creating a healthy fair and inclusive workplace. This includes fair pay and conditions workplace well-being skills and progression and diversity and recruitment.
About the role:
The Complaints Administrator is responsible for delivering a professional customer-focused administrative service acting as a key point of contact for residents colleagues and stakeholders.
A core responsibility of the role is the effective management of complaints and information governance workflows. This involves logging acknowledging and triaging complaints Freedom of Information requests (FOIs) Subject Access Requests (SARs) and general enquiries in line with statutory and corporate procedures. The post holder ensures cases are accurately categorised allocated to the relevant teams and actively monitored to prevent delays. By tracking progress issuing reminders and escalating risks of missed deadlines the role supports the organisation in meeting statutory requirements and maintaining high standards of performance and compliance.
The role also provides essential administrative and data management support to the complaints function. This includes maintaining accurate and up-to-date case records producing correspondence and reports and ensuring all documentation meets required standards.
A further key aspect of the role is ensuring compliance with information governance and data protection requirements. The post holder is responsible for handling sensitive information securely and in accordance with GDPR maintaining clear audit trails and robust record-keeping practices. Alongside this the Complaints Administrator contributes to continuous improvement by identifying process efficiencies updating templates and guidance and supporting a consistent high-quality service across the team.
Finally the role requires strong teamwork and adaptability supporting colleagues during peak periods and ensuring continuity of service delivery. The Complaints Administrator works collaboratively across teams engages with stakeholders at all levels and helps maintain a resilient solutions-focused service that delivers timely and effective outcomes for residents.
We are a Home Officelicensed sponsor; however for this specific role we are not able to provide Skilled Worker visa sponsorship. To be considered you must already hold a form of UK work authorisation that does not require sponsorship.
Key Responsibilities:
- Case handling and workflow management Log acknowledge triage and allocate complaints FOIs SARs and enquiries while monitoring progress and escalating risks of delays.
- Customer communication Act as a point of contact for residents and stakeholders providing clear timely information and resolving queries or escalating where necessary.
- Statutory compliance support Track deadlines issue reminders and help ensure the organisation meets legal and corporate timescales.
- Administrative support Maintain accurate case records update systems link related complaints and ensure all documentation is complete and compliant.
- Data management and reporting Maintain high-quality data generate reports and support performance monitoring and insight.
- Information governance Handle sensitive information securely in line with GDPR and council policies ensuring strong audit trails.
- Continuous improvement Identify process improvements update templates and contribute to service development.
- Teamwork and service resilience Support colleagues provide cover and help maintain service delivery during busy periods.
Qualifications and Requirements:
- Experience working in a fast-paced customer-focused environment
- Strong IT skills including use of case management systems and standard software packages
- Good understanding of confidentiality data protection and GDPR principles
- Knowledge of relevant legislation and procedures relating to complaints FOIs or SARs
- Ability to work independently using initiative and problem-solving skills
- Excellent literacy and numeracy skills
- Ability to manage competing priorities and meet deadlines
- Strong communication and interpersonal skills with the ability to deal diplomatically with a wide range of stakeholders
- Ability to identify and suggest process improvements
Personal Attributes
- Flexible adaptable and able to respond to changing service needs
- Professional customer-focused approach
- High level of attention to detail and accuracy
- Ability to handle sensitive situations with discretion and confidence
Terms and conditions:
- Satisfactory employment references
- As a public authority we must ensure that members of staff in public-facing roles are able to speak fluent English. This means that they must have a command of spoken English with confidence and accuracy sufficient for the effective performance of their role. This requirement does not refer to any particular English language qualifications regional or international accents dialects speech impediments or the tone of conversations. It does not require staff to speak only in English.
How to Apply:
Interested candidates are invited to submit their applications online by pressing the Apply button below. This includes a supporting statement that outlines to us how your skills and experience make you a good candidate for this vacancy.
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore if you are interested please submit your application as early as possible.
Equal Opportunity Employer:
Waltham Forest is a diverse borough where diversity is valued and is integral to both service delivery and employment of its staff. The Council is proud of its rich mix of communities and as the largest employer in the area it works hard to respond to the changing needs of its population. We use our statutory duties on race gender and disability equality and best practice in respect of age faith and sexual orientation to ensure equality of opportunity in the workplace. The Council is committed to meeting its 4 equality objectives: - Promoting equality of opportunity - Opposing all forms of discrimination intolerance and disadvantage - Ensuring our workforce reflects the diverse communities of Waltham Forest at all levels. - Providing fair appropriate accessible and excellent Services to all. Respecting Diversity is a core Council value.
To support the above and reduce the risk of bias in its recruitment activities the council is operating an anonymous shortlisting process which hides personal information that can identify individuals until their application has been considered for shortlisting. The council also operates a scheme whereby for jobs graded up to and including scale SO2 internal candidates are considered first. This includes those candidates who self-identify as having a disability for the purposes of the Disability Confident scheme. For more information please refer to our recruitment and selection policy.
We are keen to support employees to balance their working life with other commitments. Therefore wherever possible we will consider working arrangements that suit an individuals personal circumstances whilst still meeting the needs of the Council. If you would like to discuss the possible flexible working options that might be applicable to this role please contact the person named below or feel free to discuss this during your interview.
For more information on the benefits of working for the Council please visit Information:
If you have any questions about this vacancy or the application process please contact Jo Tanner Interim Head of Complaints at or .
If you have any technical issues when trying to apply for this post please contact our Recruitment Team via email at .
The Councils preference is for online application. However if you have a disability and are unable to complete an online application please email so we can arrange an alternative application method.
Click here for further information on the Human Resources recruitment privacy notice.
Fraud Awareness Notice
The London Borough of Waltham Forest only advertises vacancies via our official website and approved recruitment platforms (e.g. Jobsgopublic).
We will never ask for payment or request sensitive personal or financial information as part of our recruitment process.
If you are contacted by a third party claiming to represent the Council please verify the vacancy via our official careers website before sharing any information.
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Required Experience:
Unclear Seniority
