Complaints Officer

Starting salary: £39,336
Job Level: Level 3, Zone 2
Work Location: 5 Pancras Square, London, N1C 4AG
Hours per week: 36
Contract type: 12 month FTC/ Secondment
Closing date: Wednesday 15th May 2024; 23:59
Interviews to be held: TBC
Alternative flexible working options available / open to discussion

Anonymised Application – in keeping with Camden’s commitment to inclusion the recruitment to this role is anonymised and supports the objective of reducing the impact of unconscious bias.

About us

Camden is building somewhere everyone can thrive, by making our borough the best place to live, work, study and visit. Because, we’re not just home to the UK’s fast-growing economy. We’re home to the most important conversations happening today. And we’re making radical social change a reality, so that nobody gets left behind.

The role

We have an exciting opportunity for Complaints Officers to join our specialist team within Business Support Services and promote best practice in complaints handling across the council proactively working with our citizens and services to identify learning from complaints to improve the services the council provides.

We’re looking for people to not only support the day-to-day operational tasks but also to bring fresh ideas and challenge the way things are done in a way that is citizen-focused, simple, open and transparent.

In this role you will ensure the council meets its obligations in handling statutory and non-statutory complaints that helps services to resolve issues and promote shared learning leading to service improvements.

You will deal with Stage 2 complaint reviews and enquiries from the Local Government and Social Care Ombudsman (LGSCO) and Housing Ombudsman (HO), working with senior managers across the council to ensure they fulfill their role of adjudicating officers following complaint investigations.

About you

You will have knowledge of UK statutory and non-statutory complaints policies and procedures, UK data protection legislation, including the Data Protection Act 2018 and General Data Protection Regulation. Knowledge of LGSCO and Housing Ombudsman good practice is also required.

You will be an extremely customer-focused individual who has experience of developing good relationships with the public and a range of staff at all levels of the organisation.

You will have excellent communication skills and the ability to see things clearly from others’ viewpoints and negotiate using tact and diplomacy.

You are able to resolve issues and recommend solutions to ensure effective resolutions of complaints that promotes shared learning and directly leads to service improvements

You are able to train and advice other people across the organisation either individually or in groups across various media (face to face, webinars etc.)

To find out more about what it is like to work at Camden, meet some of our People by clicking HERE

Working for Camden

We’re ready to welcome your ideas, your views, and your rebellious spirit. Help us redefine how we’re supporting our communities, and we’ll redefine what a career can be. If that sounds good to you, we’d love to talk.

At Camden, you’ll receive a host of benefits as well as joining a flexible working employer. Click HERE to see full details of our benefits.

Additional information

To view the Job Profile, please click HERE or if this link doesnt work please click on the below URL
http://camdocs.camden.gov.uk/HPRMWebDrawer/Record/10291158/file/document?inline

To apply for this job please follow the "Apply" link. In the ‘Why you?’ section of the application you will be required to demonstrate how you meet the role criteria noted in the Job Profile under the “About You” section.

Inclusion and Diversity

We want Camden Council to be a great place to work and to ensure that our communities are represented across our workforce. A vital part of this is ensuring we are a truly inclusive organisation that encourages diversity in all respects, including diversity of thinking. We particularly welcome applications from Black, Asian and those of Other Ethnicities, LGBT+, disabled and neurodiverse communities to make a real difference to our residents so that equalities and justice remains at the heart of everything we do.

To discover more about Camden and our commitment towards diversity, equality and safeguarding, please visit our recruitment website

Asking for Adjustments
Camden is committed to making our recruitment practices barrier-free and as accessible as possible for everyone. This includes making adjustments or changes for disabled people, neurodiverse people or people with long-term health conditions. If you would like us to do anything differently during the application, interview or assessment process, including providing information in an alternative format, please contact us on 020 7974 6655, at resourcing@camden.gov.uk or post to 5 Pancras Square, London, N1C 4AG.