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Job Description Salary range: Grade 9 £42,060 – £43,680 p.a. plus fantastic benefits
Contract: Permanent
Hours of work: 36 hours per week
Location: Croydon
The Corporate Complaints Team is looking for a motivated and skilled individual to join our busy team. This is an exciting opportunity to play a key role in ensuring residents’ concerns are listened to, investigated thoroughly, and used to drive real service improvements across the organisation.
We are seeking someone with strong investigatory skills and previous experience of working in a complaints environment. You will be solutions‑focused, committed to learning from complaints and feedback, and confident in influencing positive change.
About The Role
As a Complaints Resolution Officer, you will take responsibility for managing and investigating complex complaints, ensuring responses are fair, timely and of a high standard. You will work closely with services across the organisation, identifying trends and contributing to improvements that enhance our residents’ experience.
You Will Be Able To
- Use your own initiative and take ownership of your workload
- Investigate complaints thoroughly and objectively
- Identify trends, themes and opportunities for service improvement
- Collaborate effectively with colleagues and stakeholders
- Demonstrate consistently high standards of customer service
- Put residents at the heart of everything you do
- Monitor progress and manage competing deadlines
- Train, support and guide colleagues where required
- Analyse and interpret complex information
- Write clearly and confidently in plain English
- Prepare, write and present reports for a range of audiences
About You
You will be organised, resilient and confident in handling sensitive situations. You will have excellent written and verbal communication skills and the ability to balance attention to detail with a wider, strategic view of service improvement.
If you have the skills, knowledge and experience we are looking for, we would welcome your application.
For an informal discussion or further information about the role, please contact the Complaints Manager, Kim Hyland.
To view the Complaint Resolution Officer role profile please Click here .
About Us
Croydon Council’s priorities
The Council balances its books, listens to residents, and delivers good sustainable services
- Get a grip on the finances and make the council financially sustainable
- Become a council which listens to, respects and works in partnership with Croydon’s diverse communities and businesses
- Strengthen collaboration and joint working with partner organisations and the voluntary, community and faith sectors
- Ensure good governance is embedded and adopt best practice
- Develop our workforce to deliver in a manner that respects the diversity of our communities
Key Business Plan Outcomes
- Croydon is a place of opportunity for business, earning and learning
- Children and young people in Croydon have the chance to thrive, learn and fulfil their potential
- Croydon is a cleaner, safer and healthier place, a borough we’re proud to call home
- People can lead healthier and independent lives for longer
- Croydon Council’s new ways of working
Equal Opportunities Statement
Croydon Council is an inclusive employer and welcomes applications from all sections of the community. Subject to business needs, we will be pleased to consider applications from candidates seeking flexible working arrangements and support hybrid working, whereby staff attend the workplace for part of their working week and work from home, or elsewhere, remotely for the rest of the time.
As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the advertised role.
Croydon council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all staff to share this commitment.
The Successful candidate will be subject to a DBS check, if the role requires one.
