Complaints Reviews Officer
Location: East London
Rate: £32 per hour Umbrella
Contract: 3–6 Month Ongoing Contract
Hours: Monday to Friday, 9:00am – 5:00pm
Working Pattern: Hybrid Working (3–4 Days per Week in the Office)
Complaints Reviews Officer – Local AuthorityWe are currently recruiting for an experienced Complaints Reviews Officer to join a busy Local Authority team in East London on an ongoing contract basis.
This is an excellent opportunity for a complaints professional with experience investigating complex complaints, conducting reviews, and producing high-quality responses within a local authority, housing, public sector, or customer service environment.
The RoleYou will be responsible for managing and reviewing complex complaints, ensuring that investigations are conducted thoroughly, fairly, and in line with corporate policies, procedures, and statutory requirements.
Working closely with service departments and senior stakeholders, you will provide independent complaint reviews, identify service improvements, and help ensure excellent customer outcomes.
Key Responsibilities
- Investigate and review complex complaints and escalated cases.
- Prepare detailed complaint responses and review reports.
- Ensure complaints are handled in accordance with corporate procedures and timescales.
- Liaise with service managers and stakeholders to gather evidence and information.
- Identify service failures and make recommendations for improvement.
- Monitor complaint trends and contribute to service improvement initiatives.
- Maintain accurate case records and management information.
- Support responses to Ombudsman enquiries where required.
- Ensure high standards of customer service and complaint resolution.
- Experience managing complaints within a local authority, housing association, public sector, or regulated environment.
- Strong complaint investigation and case review experience.
- Excellent report writing and written communication skills.
- Experience handling complex and sensitive customer issues.
- Ability to analyse information and make evidence-based decisions.
- Strong organisational skills with the ability to manage a busy caseload.
- Understanding of complaints handling procedures and best practice.
- Ability to produce high-quality written responses and reports.
- Strong attention to detail and analytical skills.
- Excellent stakeholder management and communication abilities.
- Ability to work independently and meet strict deadlines
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