Senior Complaints Officer

Who You Are

You are an experienced professional with a deep understanding of corporate and regulatory complaints systems, as well as relevant legislation including the Freedom of Information Act, Data Protection Act, and other essential regulations. Your background includes substantial experience in complex investigations, report writing, and influencing senior managers in politically sensitive environments. You are collaborative, open, accountable, and committed to respecting diverse communities.

What the Job Involves

As a Senior Complaints Officer, you will oversee and manage a council-wide and service-specific complaints function. You are responsible for ensuring compliance with the Health and Social Care (Community Health and Standards) Act 2003, the Children Act 1989, and the Building Safety Act 2022. Your role involves helping develop and implement policies and systems for effective complaint handling, engaging with external regulators, producing performance management reports, and coordinating external inspections. You will also drive service improvements, provide expert advice, and engage in public consultations.

Skills

• Complex investigative and analytical skills
• Report and correspondence writing proficiency
• Business process analysis
• Collaboration and influence with senior managers
• Politically sensitive environment awareness
• Understanding of IT/Business Management Systems
• Knowledge of statutory and corporate complaints procedures
• Flexibility and willingness to work outside contractual hours