Quality Assurance Complaints Officer
| Posting date: | 10 June 2025 |
|---|---|
| Salary: | £18,425 to £19,340 per year |
| Hours: | Part time |
| Closing date: | 25 June 2025 |
| Location: | Ipswich, Suffolk |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | Ipswich Borough Council |
| Job type: | Permanent |
| Job reference: | REQ01004 |
Summary
Are you passionate about ensuring exceptional customer service and fostering continuous improvement? Do you thrive in a dynamic environment where you can make a real difference? Join our Customer Service team as a Quality Assurance Complaints Officer and play a pivotal role in enhancing complaint handling and delivering a high standard of service to our community.
As a Quality Assurance Complaints Officer, you will be responsible for processing customer complaints, overseeing and improving our complaints handling process. This role will involve ensuring compliance with the Housing Ombudsman Complaint Handling Code and supporting the delivery of training to ensure best practices are upheld across all service areas. You will act as a key figure in driving a customer-focused approach, maintaining transparency, and fostering trust with our residents.
Oversee and maintain high standards in the complaints process, aligning with council policies and the Housing Ombudsman Complaint Handling Code.
Act as the central point of contact for complaints, providing guidance and quality assurance to ensure fair and effective resolution.
Work with service areas to process complaints in accordance with agreed SLAs, providing advice and guidance on complaints handling as required
Support the delivery of training sessions to Complaints Champions and Managers, promoting consistency and best practice across the council.
Support with the production of quarterly complaints reports and the Annual Complaints Report, ensuring transparency and accountability.
Collaborate with service areas to drive improvements based on customer feedback and findings from complaints.
We are looking for a proactive and detail-oriented individual who can manage complex complaints while maintaining a high level of professionalism and care for our customers.
You should have:
Strong knowledge of complaints handling processes, ideally within a local government or similar environment.
Excellent communication and interpersonal skills to engage with diverse stakeholders, including residents and internal teams.
Analytical and problem-solving abilities to evaluate complaints effectively and recommend improvements.
A commitment to customer service excellence and continuous improvement.
You will need to have a strong technical working knowledge of a broad range of IT and web-based applications, including Customer Relationship Management systems.
The role involves a high level of organisation and prioritisation skills with a broad workload, which will have deadlines that need to be achieved.
The Council offers hybrid working and the successful applicant will be working either from Grafton House, Ipswich or from home. Hours of work are 25 per week, 9.30am to 2.30pm Monday to Friday.
As well as a good salary, we offer a career average pension scheme, generous holiday and sick pay entitlements, subsidised parking, public transport discounts, free swimming, cycle purchase scheme, plenty of personal and professional development opportunities, flexible working and hybrid working opportunities, Employee Assistance Programme and the opportunity to work with great colleagues.
For more information about this role please contact Susan Lewis via email at susan.lewis@ipswich.gov.uk
If you require any assistance or reasonable adjustments during the application or recruitment process, please let us know so that the appropriate arrangements can be put in place.
Please download the Job Description and Person Specification to find out more about this role: Job Description and Person Specification
The selection process will involve a face-to-face interview where you will be asked to provide a presentation to the interviewing panel. Interviews will be held week commencing 14th July 2025.
Early applications are encouraged as we reserve the right to interview candidates who meet the essential criteria prior to the closing date and / or to close the opportunity to applicants once we receive sufficient applications
Please note CVs are not accepted.
As a Quality Assurance Complaints Officer, you will be responsible for processing customer complaints, overseeing and improving our complaints handling process. This role will involve ensuring compliance with the Housing Ombudsman Complaint Handling Code and supporting the delivery of training to ensure best practices are upheld across all service areas. You will act as a key figure in driving a customer-focused approach, maintaining transparency, and fostering trust with our residents.
Oversee and maintain high standards in the complaints process, aligning with council policies and the Housing Ombudsman Complaint Handling Code.
Act as the central point of contact for complaints, providing guidance and quality assurance to ensure fair and effective resolution.
Work with service areas to process complaints in accordance with agreed SLAs, providing advice and guidance on complaints handling as required
Support the delivery of training sessions to Complaints Champions and Managers, promoting consistency and best practice across the council.
Support with the production of quarterly complaints reports and the Annual Complaints Report, ensuring transparency and accountability.
Collaborate with service areas to drive improvements based on customer feedback and findings from complaints.
We are looking for a proactive and detail-oriented individual who can manage complex complaints while maintaining a high level of professionalism and care for our customers.
You should have:
Strong knowledge of complaints handling processes, ideally within a local government or similar environment.
Excellent communication and interpersonal skills to engage with diverse stakeholders, including residents and internal teams.
Analytical and problem-solving abilities to evaluate complaints effectively and recommend improvements.
A commitment to customer service excellence and continuous improvement.
You will need to have a strong technical working knowledge of a broad range of IT and web-based applications, including Customer Relationship Management systems.
The role involves a high level of organisation and prioritisation skills with a broad workload, which will have deadlines that need to be achieved.
The Council offers hybrid working and the successful applicant will be working either from Grafton House, Ipswich or from home. Hours of work are 25 per week, 9.30am to 2.30pm Monday to Friday.
As well as a good salary, we offer a career average pension scheme, generous holiday and sick pay entitlements, subsidised parking, public transport discounts, free swimming, cycle purchase scheme, plenty of personal and professional development opportunities, flexible working and hybrid working opportunities, Employee Assistance Programme and the opportunity to work with great colleagues.
For more information about this role please contact Susan Lewis via email at susan.lewis@ipswich.gov.uk
If you require any assistance or reasonable adjustments during the application or recruitment process, please let us know so that the appropriate arrangements can be put in place.
Please download the Job Description and Person Specification to find out more about this role: Job Description and Person Specification
The selection process will involve a face-to-face interview where you will be asked to provide a presentation to the interviewing panel. Interviews will be held week commencing 14th July 2025.
Early applications are encouraged as we reserve the right to interview candidates who meet the essential criteria prior to the closing date and / or to close the opportunity to applicants once we receive sufficient applications
Please note CVs are not accepted.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.