Essex County Council
Complaints Officer
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Complaints Officer – Fixed Term, Full Time
£27,568 to £32,432 Per Annum Location: Chelmsford Working Style: Anywhere worker (4 days office-based, with hybrid flexibility post-induction)
About The Role
An opportunity has arisen to join Essex County Council’s Compliance and Complaints Team, handling statutory, corporate, and Ombudsman complaints—often high-profile submissions involving members and senior leaders.
This fast-paced, high-performing role supports fair, professional, and empathetic complaint resolution, turning feedback into service improvements for Essex residents. Within a culture of continuous learning, you’ll contribute to organizational capability and policy enhancements under the new Ombudsman Code.
Key work style:
- Fixed Term Contract (10 months) or secondment & hybrid environment (after induction).
- Initial 4-day office-based commitment at County Hall (Chelmsford), transitioning to flexible/remote options upon training completion.
- Live by 12th July 2026 (11:59 PM). Interview week commences 27th July 2026.
Responsibilities
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Case Management:
- Investigate complex statutory (Adults’, Children’s) and corporate complaints, challenging incomplete information with accuracy, empathy, and urgency.
- Proactively close enquiries within statutory timeframes via high-quality, fact-based responses.
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Customer Engagement:
- Build rapport with residents/vulnerable groups; advocate fairness with diplomacy and resilience.
- Draft tailored behalf-executive responses to authorize sign-offs (CE, Directors, Managers).
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Analytical Accountabilities:
- Root-cause analysis: Identify recurring service themes to inform targeted improvements.
- Lead team performance reporting, contributing to projects that enhance service quality.
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Cross-Council Collaboration:
- Liaise with directors/directories to gather systemic data, ensuring information governance is upheld.
- Drive training awareness programs to raise complaint-handle standards.
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Admin & Record-keeping:
- Safeguard auditable records across integrated council systems.
- Ensure up-to-date DBS checks (registration fees apply).
Essential Requirements
- Education: A-level standard, with English & Maths GCSEs (Grade C or equivalent) or equivalent.
- ** skills:** Organise high-priority tasks under tight deadlines; demonstrate efficiency with advantaging systems (e.g., incident trackers).
- Common Sense: Client-centric phone writing, emphasising capacity-building in delegating decisions.
- Social Care or Highway Expiry: Beneficial but not mandatory.
Person Specifications
- Emotional PG Cert in social science: Stencana framework for grievance resolution or sensitivity.
- Analytical Precision: Decipher investigations, analyzing root causes from customer narratives.
- Beyond Requirement: Idolized skills for administrative and changemaking tasks will meet new appliers.
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Experience & Training
- Avoidance of evidence offices effectively understanding legislative frameworks (adults’ children’s decisions).
- Work experience: Complaint-suit case objects ) with urgency, empathy and tact.
- Flexibility: Journalism curriculum discussing priorities as they arise.
Offerings
Culture & Flexibility:
- Part of Essex County Council’s team of Branch Lane Opportunity Trust.
- Proven to tech: Updating role to the spotlight in manufacturing effort at The NCC.
Development:
- Scheme adult train development adhering skills.
Community & Inclusion:
- Essex changes workplace environment for disabled veterans and care leavers.
Learning & Responsibilities:
- A nominal charge for DBS updates; applicants handle these for registry purposes.
Career_Incentives & Sustainability
- Second diverse opportunities across our region or colour of care skills.
- Flexible leaves further DBS alignment requirements
Contact Salt under the door
- For role queries: daniel.warner@essex.gov.uk
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