Complaints Officer

Description

Job Title: Complaints Officer

Location: Southwest / West London (remote working - occasional office visit - Either Twickenham or Wandsworth)

Hourly rate £21.70 PAYE / £28.29 Umbrella

Contract Length: 3-month contract (possibility of extension)

Working Pattern: Full Time, Monday - Friday, 36 hours

ASAP Start

We are looking for a committed and highly organised Complaints Officer to join our Residents Engagement team within the Richmond and Wandsworth Shared Staffing Arrangement (SSA). This is an exciting opportunity to play a key role in ensuring that residents' concerns are handled efficiently, fairly and in line with statutory responsibilities.

Working across both Councils, you will support the management of complaints under the Corporate, Ombudsman, Adult Social Care, and Children Act procedures. You will manage your own caseload, provide guidance to colleagues at all levels, and help maintain high‑quality processes that put residents at the centre of our work.

Key Responsibilities

Act as the first point of contact for residents wishing to make a complaint.

Manage a personal caseload, ensuring all responses are delivered within statutory and corporate timescales.

Provide advice and support to Councillors, senior officers and service managers.

Record, monitor, and report on complaint progress and compliance.

Identify safeguarding concerns or potential data protection issues and ensure appropriate escalation.

Support the ongoing review and improvement of complaints processes and public information.

For Children Act complaints, support the setup and administration of Stage 3 Review Panels.

Essential Experience - Highlighted Requirements

You must have:

Knowledge of relevant legislation

Such as:

Local Government & Social Care Ombudsman

Adult Social Care statutory complaints

Children Act complaints procedures

Extensive knowledge of complex complaints handling. Experience of handling/resolving complaints

This must include the following:

Ombudsman complaints

Corporate complaints

Adult Social Care complaints

Children Act complaints

Experience managing complex customer service queries in a high‑demand environment.

Other Essential Criteria

Strong interpersonal and communication skills, with the ability to engage sensitively with the public and represent the service professionally.

Ability to interpret and present complex information clearly.

Competence with Microsoft Office 365 and case management systems.

Ability to work within defined processes and policy frameworks.

Strong organisational skills and the ability to prioritise in a fast‑paced environment.

A good standard of education (GCSE Grade C/4 in English & Maths or equivalent).

What We Offer

The chance to develop professionally within a large, innovative local government partnership.

A supportive team environment that values collaboration, equality and diversity.

Flexible working across two sites (Wandsworth Town Hall & Twickenham Civic Centre).

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer. xjnqpsq

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Ad ID: 5417769045