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Complaints Officer

Please Note: The application deadline for this job has now passed.

The Role

We are looking for two keen, enthusiastic people to join our friendly and supportive team to assist with handling Corporate complaints and Ombudsman’s investigations.  You will be responsible for managing a caseload of complaints from residents and service users in both boroughs, on a wide variety of subjects.  It is an interesting and sometimes challenging role, and is certainly never dull.

In this role, you will be kept busy with a broad range of casework, and will need to ensure complainants and colleagues alike follow each Council’s separate complaints procedure. The successful candidate will be involved in an exciting project to introduce a new two-stage procedure into both authorities later this year – it has been planned for some while and is nearly ready for implementation.

Reviewing draft responses from colleagues to corporate complaints is a key component of the job.  You will also need to obtain relevant information and documentation for Ombudsman investigations, and review comments submitted by the service.  You will therefore need to establish good working relationships quickly with colleagues in all services across both Councils.

We are looking for a clear, effective communicator with good common sense and an ability to analyse and summarise complex issues.  The work can involve face to face contact with complainants as well as via phone or email so a sympathetic yet objective approach will be essential.  The ability to work well under pressure, prioritise a varied workload, meet strict deadlines and operate effectively as part of a team are other key skills.

A good knowledge of complaint handling, or previous experience of dealing with people who are dissatisfied or unhappy, would be an advantage.  An awareness of the importance of client confidentiality is important in this role, and knowledge of Richmond and Wandsworth Councils corporate complaints processes would also be useful.

There are two posts available:

  • one full time permanent post, and
  • one part time fixed term post, 24 hours a week, for 12 months (maternity cover)

If you wish to apply for the part time role, we can be flexible about which days you work. The priority for both posts is to recruit the right candidate.

We can offer you working arrangements that will enhance your work-life balance. Benefits include the possibility of flexitime (subject to service needs) and a generous holiday allowance of 31 days (pro rata’d for part time staff) plus bank holidays.  In addition, we offer a range of staff benefits such as performance related pay, membership of the local government contributory pension scheme, childcare vouchers, new technology scheme, interest-free loans on annual travel cards, discounts at many leisure activities, restaurants, shops and other establishments.

There has never been a more challenging – or rewarding – time to work for Richmond and Wandsworth.  We are positive and committed to listening to our residents, using complaints as a learning tool for service improvement. We look forward to receiving your application.

Indicative Recruitment Timeline


Closing Date:        28 July (Sunday)

Shortlisting Date:  5 August (Monday)

Interview Date:      19/20 August (Mon/Tues)

Please note that these dates are only indicative at this stage and

could be subject to change.

Equality Statement

Richmond and Wandsworth Councils are committed to making our recruitment practices as inclusive as possible for everyone.  We are committed to promoting equality and diversity and developing a culture that values differences, recognising that employees from a variety of backgrounds bring important and positive contributions to the Councils and can improve the way we deliver services.

We are pleased to be Disability Confident employer.

Richmond and Wandsworth Councils

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