This Vacancy has closed.
Complaints Officer
  • Employer: Camden Council
  • Reference: CS/19/112060
  • Published: Wed 16/10/2019, 10:43 AM
  • Closing on: Wed 30/10/2019, 10:43 AM
  • Working Pattern: Flexible Hours, Full Time
  • Hours: 36 hours per week
  • Salary: £33,122 - £38,423
  • DBS Check: Enhanced
  • Location: 5 Pancras Square, London N1C 4AG, Camden

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More about this employer

Complaints Officer

Complaints Officer

Directorate: Corporate Services

Location: 5 Pancras Square, London N1C 4AG

Job Level: Level 3, Zone 2

Salary: £33,122 - £38,423

Contract Type: x 2 Permanent, Full time, 36 hours per week

Alternative flexible working options available/open to discussion 

Click HERE for information on Camden’s flexible working options 

The Role

We have an exciting opportunity for Complaints Officers to join our specialist team within Business Support Services and promote best practice in complaints handling across the council proactively working with our citizens and services to identify learning from complaints to improve the services the council provides.

We’re looking for people to not only support the day-to-day operational tasks but also to bring fresh ideas and challenge the way things are done in a way that is citizen-focused, simple, open and transparent. 

In this role you will ensure the council meets its obligations in handling statutory and non-statutory complaints that helps services to resolve issues and promote shared learning leading to service improvements.

You will deal with enquiries from the Local Government and Social Care Ombudsman (LGSCO) and Housing Ombudsman (HO) and work with senior managers across the council to ensure they fulfil their role of adjudicating officers following complaint investigations. This role is subject to an enhanced DBS check.

There will also be a Psychometric testing at interview stage.

For more information please refer to the job profile. This is a great opportunity for the right individual.

About you

With a background in handling complaints, you will have knowledge of UK statutory and non-statutory complaints policies and procedures, UK data protection legislation, including the Data Protection Act 2018 and General Data Protection Regulation. Knowledge of LGSCO and Housing Ombudsman good practice is also required.

You will be an extremely customer-focused individual who has experience of developing good relationships with the public and a range of staff at all levels of the organisation. You will have excellent communication skills and the ability to see things clearly from others’ viewpoints and negotiate using tact and diplomacy. You will be an experienced problem solver who can work on their own initiative and with others. You will also have a willingness to gain experience and expertise in other specialist areas within the realm of Information Governance.

Your skills with information systems and software packages and their practical application will mean that you are able to confidently collate, manipulate, analyse and present data that is as much about the resolution, learning and service improvement as it is about meeting the required timescales. 

About Camden 

Camden’s main offices are located in modern, award-winning offices at King’s Cross. You can expect an exceptional range of benefits including discounted access to the onsite leisure facilities with swimming pool, recognition and reward for high performance with progression and pay increases, flexible and agile working hours and access to a leading pension scheme.

Camden is proud to be the country’s first Timewise council and as part of this accreditation, we work to help parents balance work with childcare. This fits in with our aim to be leaders in innovative, flexible and part-time working that allows for different patterns of care and for parents to share childcare responsibilities. Click HERE to see the full details of our excellent benefits Make it work for you. Make it your Camden.

Discover and Diversity To “discover” more about Camden and our commitment towards diversity, equality and safeguarding, please visit our recruitment website

How to apply

To apply for this job please follow the "Apply" link. In the ‘Why you?’ section of the application form you will be expected to explain how you meet the key requirements for this role listed in the job profile attached at the bottom of this advert. When explaining how you meet each of the requirements, please give examples that clearly demonstrate your skills, knowledge and experience. When writing your examples give a brief description of the situation or task but focus on the actions you took and the result of your actions. Camden is committed to making our recruitment practices barrier-free and as inclusive as possible for everyone. This includes making adjustments or changes for people who have a disability or long-term health condition. If you would like us to do anything differently during the recruitment process, or provide any information in an alternative format, please contact us on 020 7974 6655, at, or post to 5 Pancras Square, London N1C 4AG.

Closing dates for applications: 30 October 2019, 23:59

Interviews to be held: w/c 04 November 2019

Please quote reference: 190000Q5

To view the Job Profile please click HERE

Camden welcomes new employees on a monthly basis; next available dates for induction are:

18th November 2019