Senior Complaints Officer

Spencer Clarke Group are seeking a Senior Complaints Officer for a Local Authority Client in East London.

In this role, you will lead and coordinate statutory and non-statutory complaints, investigate complex issues, ensure timely responses, and drive organisational learning to improve services for the community.

Duties:

• Lead and manage statutory and non-statutory complaints across designated service areas.
• Investigate complex complaints, liaising with complainants, services, and senior officers.
• Ensure timely, high-quality responses and monitor complaints performance.
• Identify trends, share organisational learning, and support staff training.

Qualifications and Experience:

The successful candidate will have the following skills / experience:

• Proven experience investigating and managing complaints within a public sector or customer-focused environment.
• Strong knowledge of relevant legislation, policies, and procedures relating to complaints handling.
• Experience liaising with senior officers, members, and external stakeholders on complex or sensitive issues.
• Track record of delivering excellent customer service and resolving issues to positive outcomes.

What's on offer:

Salary: 31ph

may negotiate higher for exceptional candidates, based on experience

Contract type: 3-6 months minimum, with a high likelihood of extension

Hours: Monday to Friday, 35 hours per week

How to apply:

• Once your CV is received, if you are successful, you will be contacted.
• Due to the extremely high number of applications, it may not be possible to contact every applicant. As such, if you are not contacted, please assume you have not been successful on this occasion.
• For any further questions, please contact Taylor Kirkham on (phone number removed).

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