Customer Response Officer
| Posting date: | 20 August 2025 |
|---|---|
| Hours: | Full time |
| Closing date: | 02 September 2025 |
| Location: | Brent Civic Centre, HA9 0FJ |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | London Borough of Brent Council |
| Job type: | Temporary |
| Job reference: | 2509 |
Summary
Customer Response Officer
Salary range: £38,934 - £40,755 (pro rata) p.a. inc. London weighting
Contract type: Fixed-term / Secondment (until 31/03/2026)
Workplace: Brent Civic Centre, HA9 0FJ, with occasional work at other locations
Closes: 02 September 2025
JobID: 2509
Brent is a borough full of energy, opportunity and a strong sense of community. We’re transforming our services to deliver even better outcomes for our residents, and we’re looking for people who are ready to play an active part in that change.
We’re seeking a Customer Response Officer to be the first point of contact for enquiries, complaints, and service requests across Adult Social Care and Commissioning.
What you’ll do:
• Manage and respond to enquiries, complaints, FOI requests and Member/Ombudsman cases
• Coordinate and quality-assure complaint investigations
• Maintain accurate records and reporting systems
• Work with colleagues to resolve cases fairly, on time, and in line with statutory requirements
• Identify themes and contribute to service learning and improvement
We’re looking someone with:
• Experience in complaints handling (ideally in local authority, health or social care)
• Excellent written and verbal communication skills
• Strong problem-solving and organisational skills
• Ability to manage sensitive and complex issues with empathy and professionalism
• Good knowledge of information governance and customer care principles
Why join us?
• 27 days’ annual leave (rising to 31 after 5 years) + 8 bank holidays
• Generous employer pension contribution
• Flexible working, including up to 2 days a week from home (laptop provided)
• Family-friendly policies, including parental leave
• Affordable parking and access to Zipcar
• Free and confidential Employee Assistance Programme
• Season ticket loan and cycle to work scheme
• Access to My Brent Rewards, offering discounts on brands, travel, cinema and shopping
How to apply
Please click Apply Now and include a supporting statement demonstrating how you meet the Person Specification. CVs are welcome but must be accompanied by a supporting statement.
Brent Council welcomes applications from all communities and encourages applicants to complete the diversity section of the application. As a Disability Confident employer, we guarantee an interview for disabled applicants who meet the essential criteria and offer reasonable adjustments. If you require any adjustments, please contact recruitment@brent.gov.uk.
Roles in areas involving children, young people or vulnerable adults are subject to an Enhanced DBS and other pre-employment checks. Application data may be shared with Cifas to help prevent fraud and misconduct. For more information on how your data is used and your rights, visit www.cifas.org.uk/fpn
Flexible working is supported wherever possible.
Salary range: £38,934 - £40,755 (pro rata) p.a. inc. London weighting
Contract type: Fixed-term / Secondment (until 31/03/2026)
Workplace: Brent Civic Centre, HA9 0FJ, with occasional work at other locations
Closes: 02 September 2025
JobID: 2509
Brent is a borough full of energy, opportunity and a strong sense of community. We’re transforming our services to deliver even better outcomes for our residents, and we’re looking for people who are ready to play an active part in that change.
We’re seeking a Customer Response Officer to be the first point of contact for enquiries, complaints, and service requests across Adult Social Care and Commissioning.
What you’ll do:
• Manage and respond to enquiries, complaints, FOI requests and Member/Ombudsman cases
• Coordinate and quality-assure complaint investigations
• Maintain accurate records and reporting systems
• Work with colleagues to resolve cases fairly, on time, and in line with statutory requirements
• Identify themes and contribute to service learning and improvement
We’re looking someone with:
• Experience in complaints handling (ideally in local authority, health or social care)
• Excellent written and verbal communication skills
• Strong problem-solving and organisational skills
• Ability to manage sensitive and complex issues with empathy and professionalism
• Good knowledge of information governance and customer care principles
Why join us?
• 27 days’ annual leave (rising to 31 after 5 years) + 8 bank holidays
• Generous employer pension contribution
• Flexible working, including up to 2 days a week from home (laptop provided)
• Family-friendly policies, including parental leave
• Affordable parking and access to Zipcar
• Free and confidential Employee Assistance Programme
• Season ticket loan and cycle to work scheme
• Access to My Brent Rewards, offering discounts on brands, travel, cinema and shopping
How to apply
Please click Apply Now and include a supporting statement demonstrating how you meet the Person Specification. CVs are welcome but must be accompanied by a supporting statement.
Brent Council welcomes applications from all communities and encourages applicants to complete the diversity section of the application. As a Disability Confident employer, we guarantee an interview for disabled applicants who meet the essential criteria and offer reasonable adjustments. If you require any adjustments, please contact recruitment@brent.gov.uk.
Roles in areas involving children, young people or vulnerable adults are subject to an Enhanced DBS and other pre-employment checks. Application data may be shared with Cifas to help prevent fraud and misconduct. For more information on how your data is used and your rights, visit www.cifas.org.uk/fpn
Flexible working is supported wherever possible.
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.