Complaints Performance Officer (CEC0075)

Join Lancaster City Council as a Complaints Performance Officer and play a vital role in enhancing how we listen and respond to our community. You will help ensure complaints are handled promptly and effectively, driving improvements that make a real difference to residents’ experiences and trust in local services.

You’ll monitor complaint trends, produce insightful reports, and develop training materials to support staff across the council. Your work will include updating digital platforms, and advising teams to maintain high standards. By coordinating continuous improvement and gathering feedback, you’ll help embed a culture of excellence in complaint management.

We are looking for someone with strong skills in Microsoft products and reporting, plus experience managing complaints from start to resolution. The role will require confidence in training others and advising colleagues at all levels, with excellent communication skills and a customer-focused approach. Working independently or collaboratively, you'll be tasked with delivering quality outcomes and handling sensitive information with care. Experience in local government and Power BI is a bonus. You’ll thrive here by embracing our values of Working Together, Ambition, Pride, and Ownership.

If you’re passionate about improving public services and want to be part of a supportive team, we’d love to hear from you. Find out more about what it’s like working with us, our benefits, values and culture, by visiting lancaster.gov.uk/sites/recruitment.

Our employee benefits include:

• Generous annual leave

• Local Government Pension Scheme

• Discounted gym membership

• Cycle to Work scheme

• Car purchase scheme

• Lifestyle savings

• Health Care Cash Plan

• Volunteering days

• Wellbeing support

• Flexible working

We welcome discussions about flexible working and may be able to offer hybrid working, a generous flexi-time scheme, and agreed working hours to support work–life balance.

We welcome applications from all parts of the community and are committed to a diverse and inclusive workplace where everyone is treated with dignity and respect.

We guarantee interviews for applicants with a disability and armed forces veterans who meet the essential criteria.