Complaints Manager
| Posting date: | 20 April 2026 |
|---|---|
| Salary: | £51,356 to £55,539 per year |
| Hours: | Full time |
| Closing date: | 10 May 2026 |
| Location: | Northallerton, North Yorkshire |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | North Yorkshire Council |
| Job type: | Permanent |
| Job reference: |
Summary
Salary: £51,356 to £55,539 per annum
Grade: N
Contract: Permanent
Hours: Full Time 37 Hours
Location: Northallerton, North Yorkshire
Make complaints count. Shape customer experience. Protect and enhance our reputation.
We are now seeking a Complaints Manager to play a pivotal role in developing a new service to deliver a first‑class customer experience across a large and diverse authority. This is a high‑profile, corporate role offering a unique opportunity to shape, innovate and lead the Council’s approach to complaints management at both a strategic and operational level.
This is a fantastic opportunity for a skilled and strategic leader to champion positive change at the heart of North Yorkshire Council, leading and developing our Corporate Complaints function to deliver clear, fair, and impactful outcomes for our community.
The Role
In this pivotal leadership role, you will provide strong leadership, clear direction and expert oversight of the Council’s complaints policy and processes, including statutory complaints.
You will be a visible customer champion, ensuring that learning from complaints drives meaningful service improvement across the organisation.
You will develop proposals for a new centralised complaints service, structured around a central team and five directorate‑based complaints administration teams. You will oversee the implementation of the new function, working closely with Customer Services and front-line services to understand customer needs and embed a culture of continuous improvement.
The role sits within the Strategy and Performance Management Team and offers excellent exposure to senior leaders, councillors and teams across the authority.
Some travel will be required to visit teams across North Yorkshire.
Key Responsibilities
Lead, manage and develop a high‑performing team, including workforce planning, recruitment, training and performance management
Lead on the development and delivery of the Council’s Corporate Complaints Policy and governance arrangements
Manage complex complaints cases and oversee Ombudsman responses in line with statutory guidance
Influence senior leaders and work collaboratively across directorates and external partners
Use performance data and intelligence to drive learning, improvement and service quality
Manage resources, risks and resilience planning to ensure continuity of service
Represent the Council at strategic forums and meetings
Promote a strong customer focused culture and learning from complaints across the organisation
Ensure compliance with data protection, confidentiality and safeguarding requirements
About You
You will have significant experience of leading complaints functions, with strong knowledge of statutory complaints handling, governance and public sector regulation.
You will be an effective communicator with proven leadership, influencing and negotiation skills, confident dealing with senior stakeholders and complex, sensitive issues.
We are looking for a strong leader, who will champion our customer needs, motivate our teams and provide a strong performance focus for the service, and by extension the council.
Why work for us?
This is a rare opportunity to shape how a large local authority listens to its customers and learns from their experiences. You will operate at the heart of the organisation, with visibility, influence and the mandate to make a real difference.
We are a strong performing authority, with supportive political leadership and talented teams providing the platform to have a fulfilling, challenging and successful career in a truly stunning place.
We pride ourselves on being an employer of choice, offering a range of training and development opportunities and career progression, allowing you to manage your own development journey and empowering you to control your career. Your career can change with your life here in North Yorkshire. Our values,behaviours and ambitions underpin everything we do.
In addition to your salary, we offer a range of great benefits to help you financially make life a bit easier. These include:
a local government, career average employer contribution pension scheme
family friendly leave
salary sacrifice schemes
modern flexible working practices
learning and development packages
career advancement opportunities
employee discount benefits including shopping and gym discounts
green car and cycle schemes
travel loans
You can find more information on the range of benefits we offer on our total rewards page.
Contact Details:
For more information about this role, please contact Will Boardman, Head of Strategy and Performance (will.boardman@northyorks.gov.uk)
Key Documents:
Job Description.pdf
Total Rewards Brochure
Key Dates:
Closing Date: Sunday 10th May 2026
Interview Date: w/c 18th May 2026
NYC are committed to directly recruiting staff and will not accept applications nor services from agency suppliers in respect of our vacancies.
We are committed to meeting the needs of our diverse community and aim to have a workforce reflecting this diversity. We are also committed to safeguarding and promoting the welfare of children, young people and adults. We expect all staff and volunteers to share this commitment.
North Yorkshire Councils’ purpose is to deliver services and facilities to the diverse residents and visitors of North Yorkshire. To ensure we deliver inclusive services we strive to have a diverse workforce where everybody can be themselves by respecting differences and embedding equality of opportunity. We celebrate diversity and recognise each other’s contributions; we therefore welcome applications from individuals of all backgrounds.
Grade: N
Contract: Permanent
Hours: Full Time 37 Hours
Location: Northallerton, North Yorkshire
Make complaints count. Shape customer experience. Protect and enhance our reputation.
We are now seeking a Complaints Manager to play a pivotal role in developing a new service to deliver a first‑class customer experience across a large and diverse authority. This is a high‑profile, corporate role offering a unique opportunity to shape, innovate and lead the Council’s approach to complaints management at both a strategic and operational level.
This is a fantastic opportunity for a skilled and strategic leader to champion positive change at the heart of North Yorkshire Council, leading and developing our Corporate Complaints function to deliver clear, fair, and impactful outcomes for our community.
The Role
In this pivotal leadership role, you will provide strong leadership, clear direction and expert oversight of the Council’s complaints policy and processes, including statutory complaints.
You will be a visible customer champion, ensuring that learning from complaints drives meaningful service improvement across the organisation.
You will develop proposals for a new centralised complaints service, structured around a central team and five directorate‑based complaints administration teams. You will oversee the implementation of the new function, working closely with Customer Services and front-line services to understand customer needs and embed a culture of continuous improvement.
The role sits within the Strategy and Performance Management Team and offers excellent exposure to senior leaders, councillors and teams across the authority.
Some travel will be required to visit teams across North Yorkshire.
Key Responsibilities
Lead, manage and develop a high‑performing team, including workforce planning, recruitment, training and performance management
Lead on the development and delivery of the Council’s Corporate Complaints Policy and governance arrangements
Manage complex complaints cases and oversee Ombudsman responses in line with statutory guidance
Influence senior leaders and work collaboratively across directorates and external partners
Use performance data and intelligence to drive learning, improvement and service quality
Manage resources, risks and resilience planning to ensure continuity of service
Represent the Council at strategic forums and meetings
Promote a strong customer focused culture and learning from complaints across the organisation
Ensure compliance with data protection, confidentiality and safeguarding requirements
About You
You will have significant experience of leading complaints functions, with strong knowledge of statutory complaints handling, governance and public sector regulation.
You will be an effective communicator with proven leadership, influencing and negotiation skills, confident dealing with senior stakeholders and complex, sensitive issues.
We are looking for a strong leader, who will champion our customer needs, motivate our teams and provide a strong performance focus for the service, and by extension the council.
Why work for us?
This is a rare opportunity to shape how a large local authority listens to its customers and learns from their experiences. You will operate at the heart of the organisation, with visibility, influence and the mandate to make a real difference.
We are a strong performing authority, with supportive political leadership and talented teams providing the platform to have a fulfilling, challenging and successful career in a truly stunning place.
We pride ourselves on being an employer of choice, offering a range of training and development opportunities and career progression, allowing you to manage your own development journey and empowering you to control your career. Your career can change with your life here in North Yorkshire. Our values,behaviours and ambitions underpin everything we do.
In addition to your salary, we offer a range of great benefits to help you financially make life a bit easier. These include:
a local government, career average employer contribution pension scheme
family friendly leave
salary sacrifice schemes
modern flexible working practices
learning and development packages
career advancement opportunities
employee discount benefits including shopping and gym discounts
green car and cycle schemes
travel loans
You can find more information on the range of benefits we offer on our total rewards page.
Contact Details:
For more information about this role, please contact Will Boardman, Head of Strategy and Performance (will.boardman@northyorks.gov.uk)
Key Documents:
Job Description.pdf
Total Rewards Brochure
Key Dates:
Closing Date: Sunday 10th May 2026
Interview Date: w/c 18th May 2026
NYC are committed to directly recruiting staff and will not accept applications nor services from agency suppliers in respect of our vacancies.
We are committed to meeting the needs of our diverse community and aim to have a workforce reflecting this diversity. We are also committed to safeguarding and promoting the welfare of children, young people and adults. We expect all staff and volunteers to share this commitment.
North Yorkshire Councils’ purpose is to deliver services and facilities to the diverse residents and visitors of North Yorkshire. To ensure we deliver inclusive services we strive to have a diverse workforce where everybody can be themselves by respecting differences and embedding equality of opportunity. We celebrate diversity and recognise each other’s contributions; we therefore welcome applications from individuals of all backgrounds.