Complaints Officer

Job Description

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Complaints Officer – Ombudsman Cases

Ongoing temporary position: £17.85 per hourLocation: Welwyn Garden City – Hybrid working offered

About the Role

We are seeking an organised and proactive Complaints Officer to manage the Council’s Ombudsman process within the Complaints Team. The role focuses on overseeing complex complaints, coordinating Ombudsman cases, supporting services to meet response standards, and using insight to drive service improvement. Experience managing complaints or Ombudsman cases is highly desirable; social housing experience would be an advantage but is not essential.

Key Responsibilities

• Coordinate complex complaint and enquiry cases 
• Act as the main point of contact for the Housing Ombudsman and the Local Government & Social Care Ombudsman
• Manage case records, coordinating high-quality responses and evidence submissions. xwzovoh
• Quality-check complaint and enquiry cases against an agreed assessment framework
• Identify gaps 
• Promote good practice in case handling, supporting officers and teams to improve consistency, quality and customer outcomes.

You’ll bring:

• Experience in complaints handling or a customer-focused environment
• Experience working with, or responding to, regulatory or Ombudsman bodies
• Excellent written and verbal communication skills
• A collaborative approach and confidence working across multiple service areas