About the Role
We are seeking a permanent, full‑time Complaints Officer to join our Compliance and Complaints Team based in Chelmsford. Salary ranges from £27,568 to £32,432 per annum and the role offers a anywhere‑worker working style. Closing date for applications is 2nd June 2026.
The team handles statutory, corporate and Ombudsman complaints. Your caseload will include adult, children and Ombudsman complaints across Essex, requiring investigation, high‑quality responses and root‑cause analysis to support service improvement.
Responsibilities
- Maintain compliance with complaint‑management policy and statutory duty, ensuring all complaints are processed within the required timeframes.
- Investigate, research and respond to a wide range of complaints, drafting high‑quality responses for senior‑level sign‑off.
- Identify learning opportunities through root‑cause analysis and thematic review of complaints.
- Collaborate with directorates to gather information, provide updates to residents and service users via telephone and written communication, and negotiate appropriate outcomes and remedies.
- Record, monitor and report on progress of complaints and compliance with statutory and corporate procedures.
- Support the team to meet monthly and annual targets, and undertake improvement activity that enhances customer experience and complaint‑handling quality.
Qualifications & Experience
- A-level standard education, including GCSE English and Maths at Grade C or above, or equivalent experience.
- Experience in a customer‑resolution or complaint‑handling environment, managing sensitive information with tact and diplomacy.
- Excellent written and verbal communication skills, with the ability to investigate and respond to complaints clearly, professionally and with empathy.
- Strong organisational skills, prioritising work, meeting tight deadlines, and remaining self‑motivated.
- Proven ability to manage a high caseload under pressure while maintaining accuracy, professionalism and sound judgment.
- Emotional resilience to support residents and service users through sensitive and demanding circumstances at pace.
- Knowledge of complaint-handling in a local‑government or health setting, particularly within corporate, Ombudsman or statutory processes.
- Experience dealing with dissatisfied people, managing those situations calmly and professionally.
- Understanding of confidentiality and data protection, and the ability to identify safeguarding concerns and raise them appropriately.
- Effective working in fast‑paced, continuously improving environments.
- Experience analysing data and using technology such as CRM systems and Microsoft Office.
Employer Statements & Benefits
Essex County Council is proud to be a Disability Confident Leader and is committed to interview all disabled applicants who meet the minimum requirements of the role, provide reasonable adjustments during the process and interview all veterans and care leavers who meet the minimum criteria.
Once you secure a role within Essex County Council you will receive a range of employee benefits, including support for unpaid carers and flexible working arrangements to accommodate their needs.
As part of employment with Essex County Council, if your role requires a DBS check, you will be required to register with the DBS update service – an annual subscription charged to the employee to keep DBS certificates up to date.
Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults, and expects all employees and volunteers to share this commitment.
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