Job description

1 month contract with a Local Authority

Job Summary:

• The Complaints Officer will play a key role within Camden Council’s Central Complaints Team, delivering a high-quality, citizen-focused complaints handling service.

• The role ensures that all complaints—statutory and non-statutory—are managed in line with relevant legislation, policy requirements and Ombudsman standards.

• The postholder will act as an objective investigator, support senior managers in decision-making, and promote learning from complaints to drive continuous service improvement across the council.

• The position also includes educating and training staff on effective complaints handling and best practice within a dynamic, agile working environment.

Key Duties/Accountabilities (Sample):

• Manage and investigate statutory and non-statutory complaints in line with relevant legislation, LGSCO and Housing Ombudsman guidance.

• Act as an objective investigator for Stage 2 complaints, producing clear, evidence-based findings and recommendations.

• Prepare draft adjudications for senior managers, supporting them to fulfil their formal responsibilities.

• Promote effective, citizen-focused complaints handling across the council and its partners.

• Provide training, guidance and awareness sessions to staff on complaints processes, legislation and best practice.

• Use case management systems to record data, monitor performance and identify trends to drive service improvement.

• Contribute to service improvement projects and embed learning from complaints across the organisation.

• Interpret and apply policy, legislation and Ombudsman requirements to ensure accurate, consistent outcomes.

• Handle confidential and sensitive information in line with GDPR and Data Protection legislation.

• Liaise with a wide range of internal and external stakeholders including senior leadership, elected members, partner organisations and Ombudsman bodies.

• Support the council’s agile working approach, utilising a blend of office and remote working.

Skills/Experience:

• Strong knowledge of UK statutory and non-statutory complaints procedures.

• Understanding of LGSCO and Housing Ombudsman standards and good practice.

• Excellent knowledge of the Data Protection Act 2018, GDPR and associated legislation.

• Proven experience investigating and responding to complex complaints.

• Exceptional written and verbal communication skills, able to explain complex issues clearly.

• Strong analytical, research and decision-making skills with excellent attention to detail.

• Ability to work independently, using sound judgement with minimal supervision.

• Experience of training, coaching or advising colleagues across multiple channels (in-person, virtual, written).

• Ability to manage sensitive matters discreetly and maintain strict confidentiality.

• Skilled at building relationships, negotiating and influencing across services and with external partners.

• Experience using case management systems and producing performance data and reports.

Additional Information:

• The closing date: 08/12/2025 @12:00.

• Client: Camden Council.

• Location: 5 Pancras Square / Agile Working (office & remote).

• Hours: 36 per week.

Complaints Officer

Job description

Karina Nazarenko