London Borough of Merton
Senior Complaints Officer
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About The Role
We are seeking an experienced Senior Complaints Officer to join our Information Governance and Complaints Team.
This is an exciting opportunity for an experienced complaints professional to play a key role in ensuring the effective management of complaints, supporting organisational learning, and delivering excellent customer outcomes. The post holder will lead on complex and high-profile complaints, support compliance with relevant policies and procedures, and contribute to continuous service improvement.
Reporting to the Information Governance and Complaints Service Manager, you will be responsible for providing effective and high-quality day-to-day management of staff responsible for the Council’s Complaints Handling and Members Enquiries functions.
The role also includes line management responsibility, providing day-to-day leadership, support, and development to Complaints Officers within the team to ensure a high-quality, responsive service.
About You
You will have experience of managing complex complaints and demonstrating a strong commitment to delivering excellent customer service. You will be an effective communicator with strong analytical skills and the ability to build positive relationships with a wide range of stakeholders.
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Key Responsibilities
- Support the Information Governance and Complaints Service Manager in ensuring that the Council’s procedures and processes for Complaints handling are compliant with the relevant legislation and with the guidance and good practice expectations set out by the Local Government and Social Care Ombudsman (LGSCO) and Housing Ombudsman (HO).
- Provide effective day-to-day management of officers undertaking the Complaints and Member Enquiry handling functions.
- Provide effective day-to-day oversight of Complaints and Member Enquiry handling, providing clear and realistic expectations to officers within the service regarding workload management.
- Act as the key link to the Digital Innovation Division in respect of the provision of Digital workload management solutions relating to Complaints handling and Member Enquiries.
- Support the Head of Information Governance and Complaints in ensuring that clear and accessible information is available to Managers and Officers across the Council regarding the Council’s Complaints handling, and Member Enquiry responsibilities.
- Ensure that all staff within the service can continuously develop and can access relevant learning and development opportunities, via both formal (training and learning) and informal (shadowing, learning by experience and similar) routes.
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Why Join Us?
This role offers the opportunity to take on a senior position within an important corporate function, combining operational complaints expertise with people leadership. You will help shape service improvements, support professional development within the team, and make a meaningful contribution to improving customer experience across the organisation.
Benefits
In return we offer you a supportive working environment where creativity and innovation are encouraged. You will be able to work flexibly from home and from our offices in Morden. We also offer the following benefits:
- Generous annual leave entitlement
- Generous local government pension scheme package
- Access to wider training and development qualifications
- Access to an Employee Assistance Scheme which provides advice & counselling service
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