Complaints Resolutions Officer

Spencer Clarke Group are seeking a Complaints Resolutions Officer for a Local Authority Client based in West London.

In this role, you will be responsible for managing and resolving complaints, working closely with residents and stakeholders to improve service delivery and ensure a fair and transparent complaints process.

Key Duties:

• Investigate and resolve complaints efficiently, ensuring fair outcomes, compliance with policies, and preventing escalations.
• Work closely with residents, internal teams, and external partners to address concerns, provide updates, and improve service delivery.
• Monitor complaint trends, contribute to policy development, recommend improvements, and support performance reporting.
• Ensure accurate record-keeping, manage FOI and Ombudsman cases, award compensation, and adhere to data protection and regulatory standards.

Qualifications and Experience:

The successful candidate will have the following skills / experience:

• Proven experience handling and resolving complaints, managing caseloads, and ensuring timely resolutions.
• Experience working with residents, internal teams, and external partners to address concerns and improve services.
• Strong ability to conduct investigations, draft high-quality responses, and contribute to performance reports.
• Knowledge of complaint-handling procedures, FOI, Ombudsman processes, and data protection regulations.

What's on offer:

Salary: £22+ph

*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, 36 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 01772 954200.

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