Corporate Complaints Officer

Corporate Complaints Officer
37 hours per week
Salary Range    £33,699 to £37,105 pa pro-rata for hours worked
Fixed Term Contract - 12 months
Location: Stevenage

About the role
Reporting to the Head of Customer Services, you will play a pivotal role ensuring that complaints are effectively logged and triaged, investigations are meaningful, and corrective actions are implemented. You will play a crucial role in learning from complaints and communicating lessons learned to drive improvement.

You will display strong leadership skills to create a team working environment based on excellent communication, collaboration, and hard work. You will be a key part of our business unit driving positive change across the organisation.

About you
• Complaint handling: You should demonstrate a good knowledge and experience of complaint handling in a Local Government setting.
• Ombudsman: Have a good level of knowledge of the Local Ombudsman complaint handling code and its application.
• Team management: Previous experience of managing teams inclusive of development/coaching one to ones and performance management.
• Training: Display a strong ability to train and provide guidance to service managers and senior leaders.
• Customer experience: Passionate about the Customer Experience and continuous improvement.

Our Benefits
• Pension Scheme: We offer a career average pension scheme, providing generous benefits upon retirement, as well as a lump sum and pension for dependants
• Flexible working: available upon request, subject to operational requirements.
• Part time and Job share opportunities - all our full-time vacancies are open to job share unless otherwise stated.
• A variety of different types of paid and unpaid leave covering emergency and planned leave, maternity, paternity, adoption and parental leave.
• 25 days holiday rising to 31 days (depending on Local Government service)
• An extensive range of learning and development opportunities
• Employee Assistance Programme – 24/7 Confidential advice and support on personal, work, family and relationship issues
• Season ticket loans and discounts for public transport
• Cycle to Work scheme
• Stevenage Credit Union: secure savings, free life insurance and access to cheap loans.
• Employee Discounts: via monthly paid membership of the Civil Service Sports Council (CSSC)
• Discounted Health and Fitness membership
• Trade Unions: For a small fee, all employees have the opportunity to join a Trade Union.

Closing date for receipt of applications: 31 May 2026
Interviews will be held week commencing: 08 June 2026