Job Purpose
To deliver and oversee a council-wide complaints service, ensuring compliance with corporate policies, statutory complaint procedures, and regulatory requirements. The role is responsible for managing complex complaints, supporting service improvements through complaint analysis, providing expert guidance to stakeholders, and working with senior leaders, regulators, and partner organisations to improve customer outcomes and organisational performance.
- Manage and investigate complex corporate and statutory complaints, ensuring fair, timely, and legally compliant outcomes.
- Provide expert advice and guidance to council officers, elected members, and stakeholders on complaints legislation, policies, procedures, and best practice.
- Act as a key liaison with external regulators, including the Local Government & Social Care Ombudsman (LGSCO), Housing Ombudsman, and other relevant bodies.
- Support the development, implementation, and continuous improvement of complaints processes, policies, systems, and performance frameworks.
- Analyse complaints data, customer feedback, Ombudsman decisions, and service performance information to identify trends, risks, and improvement opportunities.
- Produce high-quality reports, briefings, and recommendations for senior managers, elected members, and leadership teams.
- Deliver training, guidance, and awareness sessions to improve complaint handling standards across the organisation.
- Build and maintain effective relationships with directorates, partner organisations, contractors, and stakeholders to promote service improvement and compliance.
- Lead or support audits, inspections, quality assurance reviews, and compliance activities relating to complaint handling.
- Develop action plans and monitor implementation of service improvements arising from complaint investigations and customer feedback.
- Support benchmarking activities and identify best practice from other local authorities, regulators, and industry standards.
- Deputise for the Complaints Manager when required, providing leadership, guidance, and operational support.
- Contribute to wider Information Governance, Complaints, and Members Enquiries functions as required.
- Significant experience managing complex corporate and statutory complaints within a local authority, public sector, housing, or similarly regulated environment.
- Strong knowledge of complaints legislation, Ombudsman processes, and complaint handling frameworks, including Adult Social Care, Children's Social Care, and Housing complaints procedures.
- Experience conducting investigations, analysing evidence, and producing detailed reports and recommendations.
- Proven ability to influence, advise, and challenge senior stakeholders to achieve service improvements and regulatory compliance.
- Experience analysing performance data, identifying trends, and implementing continuous improvement initiatives.
- Excellent written and verbal communication skills with the ability to present complex information clearly and professionally.
- Experience delivering training, guidance, or support to managers and operational teams.
- Strong stakeholder management and relationship-building skills.
- Understanding of local government operations, governance, and political environments.
- Knowledge of Freedom of Information (FOI), Data Protection, GDPR, and related legislation is desirable.
- Proficiency in complaint management systems, case management software, and Microsoft Office applications.
- Ability to manage competing priorities and work effectively in a fast-paced environment.
Location: London Borough of Tower Hamlets
Hours: 35 hours per week
Pay: Bi-weekly payments available
