Complaints Officer

BBS Recruitment is a leading independent recruitment agency specialising in customer service recruitment, connecting talented professionals with rewarding career opportunities and employers with skilled, reliable staff. We provide tailored recruitment solutions that support career growth, strengthen teams and deliver exceptional customer service.

We are currently recruiting a Complaints Officer for our client based in London.

Responsibilities for the Complaints Officer:

• Investigate and respond to corporate complaints and enquiries, including Chief Executive, Members, Local Government & Social Care Ombudsman and Housing Ombudsman matters.

• Manage Stage 1 and complex complaints, providing accurate, comprehensive responses within agreed council timescales and recommending appropriate resolutions.

• Coordinate cross-departmental investigations, liaising with councillors, senior officers and external organisations to ensure effective outcomes.

• Maintain accurate complaint records and provide guidance and training to officers on CRM and complaints systems.

• Analyse complaint trends, outcomes and customer feedback to identify service improvements and support organisational learning.

• Provide professional advice on service delivery, policies, procedures and complaints handling.

• Support compliance with the Council’s Complaints and Unreasonable Behaviour Policies and relevant Ombudsman guidance.

• Produce complaints data, quarterly Members’ reports and ad-hoc reports for senior management.

• Manage customer satisfaction surveys, ensuring timely distribution, accurate recording and reporting of results.

• Maintain up-to-date knowledge of legislation, council services, policies and best practice in customer service and complaints management.

• Attend internal and external meetings, liaison groups and complaint reviews, building positive relationships with stakeholders and members of the public.

Requirements for Complaints Officer:

• Experience working in a similar complaints/customer service role within the public, private or voluntary sector.

• Proven experience handling customer complaints and providing effective verbal and written responses.

Knowledge, Skills & Abilities

• Understanding of the Local Government & Social Care Ombudsman framework and relevant legislation.

• Experience managing Stage 1, Chief Executive, Members’ and Ombudsman complaints within required timescales.

• Strong knowledge of customer service and complaints management best practice.

• Ability to resolve issues at the earliest opportunity and achieve positive outcomes.

• Confident in constructively challenging processes and standards while maintaining positive working relationships.

• Excellent written and verbal communication skills, with strong judgement, sensitivity and influencing skills.

• Ability to manage a high-volume workload, prioritise tasks and meet deadlines while maintaining accuracy.

• Strong problem-solving and decision-making skills, including handling complex customer issues.

• Proficient in using IT systems to record, maintain, analyse and interpret information.

• Ability to identify training needs and develop procedures, guidance and workshops to improve complaint handling and staff learning.

• Enhanced DBS