Local Authority Stage 2 Complaints Officer
| Dyddiad hysbysebu: | 05 Rhagfyr 2025 |
|---|---|
| Cyflog: | £22.55 i £29.44 yr awr |
| Gwybodaeth ychwanegol am y cyflog: | Pay Rate: £22.55 PAYE / £29.44 Umbrella per hour |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 10 Rhagfyr 2025 |
| Lleoliad: | Camden, North West London |
| Gweithio o bell: | Hybrid - gweithio o bell hyd at 3 ddiwrnod yr wythnos |
| Cwmni: | Neway International Ltd |
| Math o swydd: | Cytundeb |
| Cyfeirnod swydd: | 1656412 |
Crynodeb
Neway International are seeking a Complaints Officer (Grade: Level 3 Zone 2) to join our client based with Camden Council.
Location: 5 Pancras Square, Camden (Agile Working – mix of office and remote) Hours: 36 per week (09:00 – 17:30)
Start Date: 15 December 2025
Pay Rate: £22.55 PAYE / £29.44 Umbrella per hour
About the Client
Camden Council is building a borough where everyone can thrive. Home to one of the UK’s fastest-growing economies and some of the most important conversations happening today, Camden is committed to radical social change so that nobody gets left behind. This is where you can help shape a better future for all.
The Role
As a Complaints Officer, you will play a key role in Camden’s Central Complaints Team, delivering a citizen-focused and efficient complaints handling service. You will ensure compliance with statutory and non-statutory complaints policies and procedures, working closely with the Local Government and Social Care Ombudsman (LGSCO) and Housing Ombudsman (HO).
You will also lead on education, training, and awareness across the council, embedding best practice and learning from complaints to drive continuous improvement.
Key Responsibilities
Handle complaints in line with legislation and Ombudsman requirements.
Act as an objective investigator for Stage 2 complaints and formal enquiries.
Work with senior managers to prepare adjudications under statutory procedures.
Promote effective, transparent complaints handling across the council.
Deliver training and guidance to staff on complaints processes and legislation.
Use case management systems to monitor performance and identify trends.
Contribute to service improvement projects and share learning from complaints.
Candidate Requirements
Eligible to work in the UK.
Minimum of 3 years’ references/work history.
Criminal Convictions Declaration.
Confidentiality Agreement.
Photo ID.
Knowledge of UK statutory and non-statutory complaints legislation.
Familiarity with LGSCO and Housing Ombudsman good practice.
Strong understanding of Data Protection Act 2018 and GDPR.
Excellent communication skills, able to explain complex issues clearly.
Skilled in investigation, analysis, and decision-making.
Ability to train and advise colleagues across different platforms.
Experience handling complaints independently with minimal supervision.
Working Environment
You will work within Camden’s agile framework, combining office-based and remote working to deliver services effectively.
Location: 5 Pancras Square, Camden (Agile Working – mix of office and remote) Hours: 36 per week (09:00 – 17:30)
Start Date: 15 December 2025
Pay Rate: £22.55 PAYE / £29.44 Umbrella per hour
About the Client
Camden Council is building a borough where everyone can thrive. Home to one of the UK’s fastest-growing economies and some of the most important conversations happening today, Camden is committed to radical social change so that nobody gets left behind. This is where you can help shape a better future for all.
The Role
As a Complaints Officer, you will play a key role in Camden’s Central Complaints Team, delivering a citizen-focused and efficient complaints handling service. You will ensure compliance with statutory and non-statutory complaints policies and procedures, working closely with the Local Government and Social Care Ombudsman (LGSCO) and Housing Ombudsman (HO).
You will also lead on education, training, and awareness across the council, embedding best practice and learning from complaints to drive continuous improvement.
Key Responsibilities
Handle complaints in line with legislation and Ombudsman requirements.
Act as an objective investigator for Stage 2 complaints and formal enquiries.
Work with senior managers to prepare adjudications under statutory procedures.
Promote effective, transparent complaints handling across the council.
Deliver training and guidance to staff on complaints processes and legislation.
Use case management systems to monitor performance and identify trends.
Contribute to service improvement projects and share learning from complaints.
Candidate Requirements
Eligible to work in the UK.
Minimum of 3 years’ references/work history.
Criminal Convictions Declaration.
Confidentiality Agreement.
Photo ID.
Knowledge of UK statutory and non-statutory complaints legislation.
Familiarity with LGSCO and Housing Ombudsman good practice.
Strong understanding of Data Protection Act 2018 and GDPR.
Excellent communication skills, able to explain complex issues clearly.
Skilled in investigation, analysis, and decision-making.
Ability to train and advise colleagues across different platforms.
Experience handling complaints independently with minimal supervision.
Working Environment
You will work within Camden’s agile framework, combining office-based and remote working to deliver services effectively.