Overview
The Complaints, Feedback and Compliance team manager is looking for someone to support the successful delivery of the council’s customer complaints and feedback team to provide a high quality and effective customer service in accordance with relevant legislation and organisational policies and procedures.
We are looking for an individual who is passionate about improving customer outcomes and fosters good working relations with everyone they meet. A background in complaints investigation is advantageous. Hybrid working arrangements are available. Your contractual location will be the designated council office for your team.
Responsibilities
- Support the delivery of the council’s customer complaints and feedback team to provide high quality customer service in line with legislation and policies.
- Demonstrate resilience, drive and commitment, with the ability to work at pace in a changing, pressured environment.
- Contribute to continuous improvement in customer outcomes and maintain constructive working relationships.
Requirements / Qualifications
- Ability to converse and provide advice to members of the public in spoken English to CEFR level C2 during interviews.
- Experience in complaints investigation is advantageous.
- Demonstrates motivation, energy and a proactive approach to work.
Benefits and Working Arrangements
The Council offers flexible working practices, learning and development opportunities, and a benefits package including generous annual leave and access to the Local Government Pension Scheme. We also provide health and wellbeing initiatives, discounts and savings, and opportunities for community engagement and volunteering.
Additional Information
This post is suitable as a job share opportunity. For further information or an informal discussion please contact Eilidh Carricker (Head of Corporate Customer Services) eilidh.carricker@york.gov.uk or on 01904 553564.
Closing date: Wednesday 10 June 2026 at 12 midnight
Interview date: week commencing 15 June 2026
Internally advertised posts are only open to CYC, WWY and Be Independent employees. Explore and Veritau employees are not eligible to apply for these posts.
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