Complaint Resolution Officer (Corporate)
London Borough of Croydon
Salary range: Grade 9 £42,060 - £43,680 p.a. plus fantastic benefits
Contract: Permanent
Hours of work: 36 hours per week
Location: Croydon
The Corporate Complaints Team is looking for a motivated and skilled individual to join our busy team. This is an exciting opportunity to play a key role in ensuring residents’ concerns are listened to, investigated thoroughly, and used to drive real service improvements across the organisation.
We are seeking someone with strong investigatory skills and previous experience of working in a complaints environment. You will be solutions‑focused, committed to learning from complaints and feedback, and confident in influencing positive change.
About the role
As a Complaints Resolution Officer, you will take responsibility for managing and investigating complex complaints, ensuring responses are fair, timely and of a high standard. You will work closely with services across the organisation, identifying trends and contributing to improvements that enhance our residents’ experience.
You will be able to:
- Use your own initiative and take ownership of your workload
- Investigate complaints thoroughly and objectively
- Identify trends, themes and opportunities for service improvement
- Collaborate effectively with colleagues and stakeholders
- Demonstrate consistently high standards of customer service
- Put residents at the heart of everything you do
- Monitor progress and manage competing deadlines
- Train, support and guide colleagues where required
- Analyse and interpret complex information
- Write clearly and confidently in plain English
- Prepare, write and present reports for a range of audiences
About you
You will be organised, resilient and confident in handling sensitive situations. You will have excellent written and verbal communication skills and the ability to balance attention to detail with a wider, strategic view of service improvement.
If you have the skills, knowledge and experience we are looking for, we would welcome your application.
For an informal discussion or further information about the role, please contact the Complaints Manager, Kim Hyland.