Complaints Officer
Complaints Officer
Full-Time (37 hours) – Permanent
Grade B2 - £32,578 - £34,811 per annum
North Kesteven District Council is seeking an enthusiastic professional to join the Housing, Property and Customer Services division. This post puts you at the heart of the Council, dealing with complaints and customer service wide. This role focuses on an evidence-based approach for complaint investigation and handling, to ensure compliance with the complaint handling procedures.
Job Requirements
- Experience of working in administration and customer service, ideally for complaint handling.
- Knowledge of the Housing Ombudsman and Local Government and Social Care Ombudsman (desirable).
- Skill and aptitude for customer services and effective written communication to a high standard.
- Strong organisational skills to manage high number of cases to set deadlines and investigate complex cases.
- Confidence in speaking to a range of customers and officers at all levels.
Key Responsibilities
- Administering the complaints process council wide.
- Communicating with complainants at first point of contact.
- Supporting services to comply with the Council’s complaints policy and Ombudsman complaints codes.
- Supporting the investigation of complaints and drafting of correspondence and making recommendations to senior managers to support their decision making.
- Assisting in the production and delivery of service-specific reports, briefings and presentations.
Key Attributes
- Ability to identify the detail needed from data and information provided.
- The ability to facilitate conversations with customers and colleagues to gain required information.
- A highly organised, dynamic and confident person.
- Strong listening skills.
You will be required to apply a high level of attention to detail and concentration when carrying out this role, to support the delivery of the complaints service within Housing, Property and Customer Services at a technical level and show an appreciation of the contribution local government can make to the welfare of the people living, working, and visiting the district. If you feel you have what it takes to deliver responses in time and a good attention to detail, this could be the role for you.
Flexible Working
This role is described as an agile role, which means working hours will be balanced between office, other sites and from home, working from the office at least 2 days per week. Depending on the needs of your role, we will consider requests for part time and flexible working for whatever reason you should need it.
If you would like an informal chat about this post, please call Kate Russell, Performance and Standards Team Leader on 01529 414155.
The interview date will be 9 or 10 December 2026.
Salary range
- £32,578 - £34,811 per year