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Complaints Officer
Job Location:
Monthly Salary:
Experience Required:
Posted:
23 July 2026 (30+ days ago)
Posted:
Application Deadline:
20 October 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
6-month contract role with a local authority
Summary
- This 6-month contract role with a local authority is designed to lead and coordinate the effective management of complaints related to the Councils Waste and Recycling Collection Service. As a Complaints Officer you will be responsible for investigating and responding to customer complaints ensuring that issues are resolved promptly professionally and within agreed timescales. This role requires close collaboration with operational teams gathering and analysing information supporting vulnerable customers and identifying opportunities for continuous service improvement through effective complaint monitoring and reporting.
Responsibilities
- Investigate manage and resolve Stage 1 complaints related to Operations Waste and Recycling services within agreed service standards and timescales.
- Gather review and analyse information from relevant departments to ensure accurate comprehensive and timely complaint responses.
- Liaise with Waste Operations Waste Minimisation and Sustainability teams managers and other stakeholders to obtain relevant evidence and information.
- Ensure all issues raised by complainants are addressed in line with Council policies procedures legislation and best practice guidelines.
- Maintain accurate records of complaints investigations correspondence outcomes and supporting documentation on the Councils complaint management systems.
Requirements:
- Essential Experience Required:
- Experience handling customer complaints investigations or customer resolutions within a busy customer-focused environment.
- Experience delivering excellent customer service to diverse customer groups including vulnerable individuals.
- Experience communicating effectively through multiple channels including telephone email and written correspondence.
- Experience handling customer complaints investigations or customer resolutions within a busy customer-focused environment.
- Essential Qualifications Required:
- GCSE Grade C/4 or above (or equivalent) in English and Mathematics.
- Evidence of continuous professional development relevant to customer service complaints handling or administration.
- GCSE Grade C/4 or above (or equivalent) in English and Mathematics.
Additional Information
- Working hours: 37 hours per week.
- Due to the nature of this role the successful candidate will be required to work on-site 5 days per week.
- We work on a bi-weekly schedule.
- The role closes on 27th July 2026 apply ASAP.
Required Skills:
To lead and coordinate the effective management of complaints relating to the Councils Waste and Recycling Collection Service
Required Education:
To lead and coordinate the effective management of complaints relating to the Councils Waste and Recycling Collection Service
