Gloucestershire County Council
Customer Feedback Officer
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Job Title: Customer Feedback Officer
Job Location: 92-96 Westgate Street
Salary: £31,015 - £33,673 per annum
Hours per Week: 22:2
Contract Type: Fixed Term
Duration: 18 months
Closing Date: 11/10/2026
Job Requisition Number: 14843
This post is not open to job share
About the role:
The Customer Feedback and Complaints Team provides a cross-council service, coordinating and advising on complaints, compliments and comments across Gloucestershire County Council, including those relating to Adults’ and Children’s Social Care. The team plays an important role in ensuring feedback is responded to appropriately, within relevant statutory and corporate timescales, and that learning from complaints is used to improve services for residents.
As a Customer Feedback Officer, you will lead on customer contact, supporting people through the complaints process by telephone, email, letter and, where required, face to face. You will need to communicate clearly and sensitively with customers who may be upset or experiencing difficult circumstances, while helping to resolve issues at the earliest appropriate stage and keeping people informed throughout.
You will provide timely administrative and officer support to the complaints function, helping to manage statutory and non-statutory processes, maintain accurate records, monitor compliance with relevant policies and timescales, and support the preparation of reports. The role will also involve working with colleagues across the council to identify themes, share learning from feedback and support continuous improvement in the quality of the service provided.
This is a varied and rewarding role requiring excellent communication skills, attention to detail and the ability to work flexibly across changing priorities. You will be supported by the Complaints Team Managers and will contribute to a service that helps the council listen, respond and improve through the feedback it receives.
About you:
We are looking for someone who is confident engaging with customers and colleagues, including in situations that may be complex, sensitive or challenging. You will be able to communicate clearly, listen carefully and respond professionally, helping people to feel informed and supported throughout the complaints process.
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You will be organised, flexible and able to manage a range of changing priorities while working to deadlines. Attention to detail is important, as you will be required to record information accurately, support performance reporting, analyse feedback and help identify themes and learning that can improve services.
The ideal candidate will have strong IT skills, excellent written and verbal communication skills, and a systematic, thorough approach to their work. You will be comfortable working independently, using your initiative, questioning practice where appropriate and contributing to continuous improvement across the team and wider organisation.
You should have a good standard of literacy and numeracy, evidenced by GCSEs at grade A-C or equivalent, and be committed to your own development as well as supporting a positive, solution-focused team culture.
About us:
You’ll be entitled to our full benefits package, including:
- 25.5 days annual leave rising to 30.5 days after 5 years’ service, plus bank holidays
- Membership of a Local Government Pension Scheme
- Agile working with a mix of office and home working countywide
- Free offsite car parking
- Safe, supportive and positive working environment
- Regular formal and informal support
- Training and development opportunities
- Staff discount scheme that offers access to great savings including discounts with major supermarket chains and high street retailers
- Access to our Employee Assistance Programme (EAP) that provides free, confidential, counselling and advice for employees, available 24 hours a day, online and by telephone
- Links to employee networks such as Prism (LGBT+) network and the Young Employees Network
- Gloucestershire Salary Sacrifice Green Car Scheme and Cycle Scheme (T&C's apply)
Applying:
Please write your application with consideration for the criteria in the Job Profile (see link below).
Your application should include examples of why you should be considered and cover the experience, skills and knowledge that you would bring to the post. Please also include details of your English and Maths GCSE qualifications (or equivalent) in the application form.
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To arrange an informal discussion with the Customer Feedback and Complaints Manager, please email colin.davies@gloucestershire.gov.uk
Or apply now!
Note to internal applicants: To ensure best practice, vacancies are to be applied for within the Success Factors internal career site. Should you require support in setting up your internal profile, please visit Accessing SuccessFactors - Staffnet (gloucestershire.gov.uk) for guidance. Should you experience any issues logging in, please email ContactUs@gloucestershire.gov.uk or call 01452 425888 for support.
Additional Information
To access the Job Profile for this role, please follow the link below:-
Due to the number of applications we received, we are unable to provide feedback at shortlisting stage and reserve the right to close the advert early.
Applications from any Gloucestershire County Council's employees who are currently on the redeployment register or at risk of redundancy will be considered first at shortlisting stage.
The council is not currently able to offer sponsorship in this role. Candidates will need to have a right to work that enables them to commit to at least 6 months' employment. Right to work is not transferable from a sponsored role held with another employer. The council will consider sponsorship for this role, in line with Home Office regulations and subject to satisfactory pre-employment checks.
Gloucestershire County Council is committed to safeguarding and promoting the welfare of children and young people or vulnerable adults and expects all staff and volunteers to share this commitment. This position is subject to a DBS check (delete if not applicable).
It is a legal requirement, under the Immigration Act 2016, that anyone appointed to a ‘customer facing role’ must be able to demonstrate an ability to fulfil all spoken aspects of the role with confidence in fluent English.
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