Jobs in London - Complaints Officer • Central London

Company: CRA GROUP RECRUITMENT AND PAYROLL LTD

Central London

1 month contract with a Local Authority Job Summary:• The Complaints Officer will play a key role within Camden Council’s Central Complaints Team, delivering a high-quality, citizen-focused complaints handling service.• The role ensures that all complaints—statutory and non-statutory—are managed in line with relevant legislation, policy requirements and Ombudsman standards.• The postholder will act as an objective investigator, support senior managers in decision-making, and promote learning from complaints to drive continuous service improvement across the council.• The position also includes educating and training staff on effective complaints handling and best practice within a dynamic, agile working environment.Key Duties/Accountabilities (Sample):• Manage and investigate statutory and non-statutory complaints in line with relevant legislation, LGSCO and Housing Ombudsman guidance.• Act as an objective investigator for Stage 2 complaints, producing clear, evidence-based findings and recommendations.• Prepare draft adjudications for senior managers, supporting them to fulfil their formal responsibilities.• Promote effective, citizen-focused complaints handling across the council and its partners.• Provide training, guidance and awareness sessions to staff on complaints processes, legislation and best practice.• Use case management systems to record data, monitor performance and identify trends to drive service improvement.• Contribute to service improvement projects and embed learning from complaints across the organisation.• Interpret and apply policy, legislation and Ombudsman requirements to ensure accurate, consistent outcomes.• Handle confidential and sensitive information in line with GDPR and Data Protection legislation.• Liaise with a wide range of internal and external stakeholders including senior leadership, elected members, partner organisations and Ombudsman bodies.• Support the council’s agile working approach, utilising a blend of office and remote working.Skills/Experience:• Strong knowledge of UK statutory and non-statutory complaints procedures.• Understanding of LGSCO and Housing Ombudsman standards and good practice.• Excellent knowledge of the Data Protection Act 2018, GDPR and associated legislation.• Proven experience investigating and responding to complex complaints.• Exceptional written and verbal communication skills, able to explain complex issues clearly.• Strong analytical, research and decision-making skills with excellent attention to detail.• Ability to work independently, using sound judgement with minimal supervision.• Experience of training, coaching or advising colleagues across multiple channels (in-person, virtual, written).• Ability to manage sensitive matters discreetly and maintain strict confidentiality.• Skilled at building relationships, negotiating and influencing across services and with external partners.• Experience using case management systems and producing performance data and reports.Additional Information:• The closing date: 08/12/2025 @12:00.• Client: Camden Council.• Location: 5 Pancras Square / Agile Working (office & remote).• Hours: 36 per week.