Senior Complaints Officer

Senior Complaint Resolution Officer

Working Pattern:

* Minimum 2 days per week in the office

* First week fully office‑based for induction and training

About the Role

We are currently recruiting for a Senior Complaint Resolution Officer to join Hammersmith & Fulham Council. This is a key role within the Customer Resolution function, supporting the delivery of a high‑quality complaints, enquiries, and compliments service.

Key Responsibilities

* Play a pivotal role in delivering an effective complaints, enquiries, and compliments management service, ensuring agreed service standards are consistently met

* Prepare and issue high‑quality responses to complaints and Members’ enquiries in line with Council policies and procedures

* Resolve issues efficiently to meet performance targets and prevent escalation to higher complaint stages

* Work collaboratively with internal teams to ensure timely and accurate case resolution

* Line manage and supervise up to two Customer Resolution Officers, subject to operational requirements

Candidate Requirements

* Proven experience handling formal complaints within a local authority or public sector environment

* Strong written communication skills, with the ability to produce clear, professional responses

* Good knowledge of complaint handling procedures, governance, and service standards

* Experience of supervising or mentoring staff is desirable