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Open nowFirst seen 4 days ago

Corporate Complaints Officer

Fix Space157 open roles

Pay
£25 an hour
Where
London, United Kingdom
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Your applicationOpen nowCorporate Complaints OfficerFix Space · London, United Kingdom

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  6. 57.8%60 days
This job: first seen 4 days ago

The posting

Corporate Complaints Officer

Temporary Contract

Job Details

Client: London Borough of Lambeth Service Area: Corporate Resources / Corporate Complaints

Hours: 35 hours per week

Working Pattern: Hybrid working 2 days in the office

Start Date: 27 July 2026 Duration: 12 weeks

Number of Roles: 3

Location

Office Base: 6 Brixton Hill London Lambeth SW2 1RW

Pay

PAYE Rate: £24.62 per hour

Job Overview

London Borough of Lambeth is seeking 3 Corporate Complaints Officers to support the Corporate Complaints service.

The role will involve delivering a customer-focused dispute resolution service by investigating complaints, preparing high-quality written responses, responding to FOI requests, supporting Members' Enquiries and handling enquiries from the Local Government Ombudsman and Independent Housing Ombudsman.

The successful candidates will need strong complaint investigation experience, excellent written communication skills, good customer service, confidence handling confidential information and the ability to deliver accurate work in a pressurised environment.

Important – Please Read Carefully

This role requires proven experience in complaint investigation, FOI responses, dispute resolution and customer service.

Candidates must be confident investigating complaints, presenting complex information clearly, drafting professional written responses and working to deadlines.

Experience with Local Government Ombudsman, Independent Housing Ombudsman, Members' Enquiries or public sector complaints would be highly desirable.

Candidates without complaint investigation, FOI, dispute resolution or high-quality written response experience are unlikely to be considered.

Key Responsibilities

  • Investigate complaints in line with the Council's Corporate Complaints Policy
  • Prepare timely and high-quality complaint responses
  • Present complex information in a clear and accessible way
  • Respond to FOI requests and information requests
  • Take a lead role in responding to Local Government Ombudsman enquiries
  • Take a lead role in responding to Independent Housing Ombudsman enquiries
  • Monitor implementation of decisions or recommendations from complaints
  • Monitor implementation of Ombudsman decisions or recommendations
  • Support the effective application of complaints policies
  • Support Members' Enquiries processes
  • Support information request policies and procedures
  • Provide advice and guidance to internal colleagues on complaint handling
  • Support the Corporate Complaints Manager and Senior Complaints Officers
  • Contribute to development and implementation of relevant policies
  • Identify service improvements arising from complaints and Ombudsman cases
  • Work with service managers to oversee implementation of improvements
  • Help devise action plans and monitoring frameworks
  • Act as a point of contact for complaint and information request procedure queries
  • Build professional relationships with internal departments and external agencies
  • Support project work linked to service improvement
  • Update IT systems and maintain accurate records
  • Handle confidential information sensitively
  • Keep up to date with legislation, case law, best practice and Council procedures
  • Promote diversity, equality and good community relations

Essential Experience & Skills

  • Experience investigating complaints
  • Experience responding to FOIs or information requests
  • Understanding of dispute resolution processes
  • Strong customer service skills
  • Experience producing high-quality written responses
  • Experience handling confidential information sensitively
  • Excellent written communication skills
  • Excellent verbal communication skills
  • Strong attention to detail and accuracy
  • Good spelling and grammar
  • Ability to present complex information clearly
  • Ability to work in a pressurised environment
  • Ability to manage competing deadlines
  • Fully proficient working knowledge of Windows and Microsoft packages
  • Confident using Word, Excel, email and internet systems
  • Knowledge and understanding of relevant central and local government policy and processes
  • Ability to work with internal colleagues, external agencies and stakeholders
  • Ability to identify service improvements from complaints
  • Ability to maintain accurate records and update IT systems
  • Professional, fair and customer-focused approach

Qualifications

Essential: Educated to A Level standard or equivalent, including English Language and Mathematics.

Desirable

  • Local authority complaints experience
  • Corporate complaints experience
  • Experience handling Members' Enquiries
  • Local Government Ombudsman complaint experience
  • Independent Housing Ombudsman complaint experience
  • Experience working in a central complaints team
  • Experience drafting policy, guidance or procedural advice
  • Experience delivering training or presentations on complaints processes
  • Experience working with service managers to implement complaint learning or action plans

Additional Information

The role is required to start as soon as possible.

Interview will be held online.

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