Job Title: Complaints Handler CRC

Band: 5

Location: Hot desking or Agile/Mobile Working

Contract Type and Hours: 36.25 hours per week

Basildon Borough Council is embarking on an ambitious transformation journey, driven by our Corporate Plan and the belief that every resident deserves to live in a safe, thriving, and high‑quality environment. Our focus remains firmly on strengthening communities, creating opportunities, and delivering high‑quality public services.

Basildon Council is currently preparing for Local Government Reorganisation (LGR), which will change how councils operate across the area in the coming years. While this transition is underway, the Council continues to deliver essential services and remains committed to recruiting talented people who can help shape the future of local government.

About the Role

We are seeking an exceptional Complaints Handler to join our Customer Resolution Centre, where you will play a vital role in delivering outstanding outcomes for residents and ensuring every complaint is handled fairly, consistently, and with empathy. As part of our customer-focused Case Management Team, you will manage complex complaints and Housing Ombudsman cases from start to finish, working across a range of digital channels to investigate issues, identify solutions, and drive service improvements. You'll be a confident communicator, skilled at building relationships, supporting vulnerable customers, and influencing positive change, all while helping us deliver a responsive, transparent, and high-quality customer experience in a fast-paced, digital-first environment.

About what/ who we are looking for

We’re looking for a proactive, resilient, and customer-focused individual with experience of managing complaints or complex casework, ideally within housing, local government, customer services, or a regulated environment. You will have excellent investigation, problem-solving, and communication skills, with the ability to handle sensitive and complex issues professionally and empathetically. The successful candidate will have experience of working to deadlines, managing competing priorities, and producing clear, accurate written responses for a range of audiences. You’ll be confident using Microsoft 365 and case management systems, with a strong understanding of customer service principles, data protection requirements, and the importance of maintaining accurate records. Knowledge of housing complaints processes, the Housing Ombudsman Complaint Handling Code, safeguarding, and vulnerability awareness would be highly desirable. Above all, you will be committed to delivering excellent customer outcomes, identifying opportunities for service improvement, and embracing a digital-first approach to customer engagement.

Please see attached the Job Description and Person Specification.

If you would like to be part of Basildon’s success, please attach and submit your CV and covering letter detailing how you demonstrate the requirements of the role.

We look forward to receiving your application.

Please note:

Basildon Borough Council is committed to safeguarding and promoting the welfare of children and adults, and expects all employees, contractors and volunteers to share its’ commitment, while implementing a range of policies to prevent abuse, harm or exploitation across all departments.

A basic DBS clearance is required for this role.

We are proud to be a disability confident employer. As a Disability Confident employer, we are committed to inclusive recruitment, encouraging applications from disabled people and we will guarantee an interview to all disabled applicants who meet the essential criteria for the role.

We are committed to creating a workplace where everyone feels valued, respected and able to thrive. We value the diversity of our community and aim to have a workforce that reflects this. We welcome applications from all backgrounds, cultures and identities, and are particularly keen to hear from underrepresented groups. 

We are proud holders of the Defence Employer Recognition Scheme (ERS) Silver Award, demonstrating our commitment to supporting the Armed Forces community and aligning with the values of the Armed Forces Covenant.

All offers of employment are subject to pre-employment checks and clearance.

Please note, if you do not have access to a desktop to apply- computers are available in the Job Centre, Library or our own Customer Service Centre.

Applicants with a hearing or speech impairment can contact us using the Text Relay Service. Dial 18001 followed by the full telephone number as above. Calls are charged at your telecommunications provider's standard rate.

If you have any queries regarding this or any of our roles, please contact Human Resources 01268 208242 or human.resources@basildon.gov.uk.

Good Luck with Your Application.