Performance and Complaints Manager

Are you someone who enjoys getting to the heart of an investigation

Are you interested inPerformancemanagement and organisational development

Would you like to work within a small and friendly team at the heart of the LGR transition for Surrey Heath

About the role

We are looking for some support inmanaging our organisational developmentteamprovidingcapacity during the LGR transitionhelpingCMT officers with Stage 2 complaintinvestigations andsupportingCouncil-wideperformancemanagement

This is an interesting and fulfilling role working closely with senior officers understanding the challenges and opportunities Local Government Reorganisation brings and workingdirectlywith Councillors and experienced officers to ensure that residents understand how Surrey Heath is performing.

You will be managing a small team and reporting into the Director of Transformation. This is an excellent development opportunity for someone interested in becoming a line manager and able to manage and analyse complex information.

About You

You will be a person who enjoys investigating issues and understanding why they have arisen. You will be customer and resolution focussedable to balance the needs ofresidentsagainst the needs of an individual.

You will be able to understand and articulate the Councils position clearly and question senior officers givingadvice and challengingwhen will be a confident communicatorcomfortable with speaking to people in a wide variety of circumstances sometimes supporting people who are distressed and needadditionalsupport. You will be empathicfairand able to develop a final decision on complex complaints together with recommendations on lessons learned.

Flexible working is very much an opportunity for this role with hours up to a maximum of 27.

Length of this role

This role is a fixed term secondment to provide capacity and backfill behind roles that are dedicating time to the Local Government Reorganisation Implementation is currentlyanticipatedthat this secondment will end on 31 March 2027 at which point the post holder will revert to their substantive roleand that is the role they will transfer across to West Surrey in.

Local Government Reorganisation (LGR)

From April 2027 Surrey Heath Borough Council will become part of the new West Surrey unitary council as part of a major local government reorganisation across Surrey. This change will see the current twelve councils replaced by two new authorities: East Surrey and West Surrey. West Surrey will cover the areas currently served by Guildford Waverley Runnymede Spelthorne SurreyHeathand Woking.

While the exact shape of the new West Surrey Council beyond 2027 is still being developed joining us now means becoming part of an organisation where collaboration thrives and where your contribution will directly influence one of the most significant local government transformations in valuable experience play an active role in shaping the future of public services across West Surrey and work within a team committed to professionalism and delivering outstanding outcomes for our communities.

Together we will ensure a smooth transition and continue to deliver exceptional services for residents both now and into the future. When the new councils are created in April 2027 most staff will transfer to the new council on their current terms and conditions. Being part of a larger organisation may offeradditionalopportunities for career development and variety.

Closing date: 4pm13thJuly 2026

Interview date: 16th& 17thJuly 2026

Contact details

For an informal discussion please contact Sally Kipping

Our Commitment

Surrey Heath Borough Council is committed to equality of opportunity in employment and service delivery and welcomes applications from all sectors of the organisation is committed to safeguarding and promoting the welfare of children young people and vulnerable adults and expects all staff to share this commitment. To fulfil thiscommitmentwe have robust systems in place for the safe recruitment of staff.

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