Location
London Borough of Croydon

Hours
36 hours per week

Salary
Grade 9 £42,060 - £43,680 per annum plus fantastic benefits

Contract
Fixed Term / Internal Secondment
3 positions available:
- 1 x Fixed Term Contract/Internal Secondment (12 months)
- 2 x Internal Secondments (6 months)

About the Role
Are you passionate about delivering outstanding customer service, resolving complex issues, and driving service improvement? We are seeking a highly motivated and skilled Complaint Resolution Officer (Corporate) to join our Complaints Team on a 12-month fixed term contract (external candidates) or a 12-month secondment (internal candidates). This is an exciting opportunity to play a key role in ensuring residents' concerns are investigated fairly, thoroughly, and compassionately, while helping services learn from complaints and improve outcomes across the organisation.

As a Complaint Resolution Officer, you will lead the investigation and management of complex Stage 2 complaints across a wide range of council services. You will support the management of Housing Ombudsman and Local Government & Social Care Ombudsman enquiries, ensuring responses are robust, timely, and compliant with complaint handling requirements. You will work closely with senior managers, service teams, and external partners to:
- Manage and coordinate complex complaint investigations from start to finish
- Analyse evidence, identify findings, and make recommendations for resolution and service improvement
- Draft high-quality responses on behalf of senior leaders and directors
- Coordinate responses to Ombudsman enquiries and decisions
- Provide professional advice and guidance on complaint handling best practice
- Deliver training and coaching to colleagues across the organisation
- Promote a strong culture of learning from complaints and customer feedback
- Support continuous improvement of complaint processes, reporting, and performance

About Croydon Council
Our priorities include balancing the budget, listening to residents, and delivering sustainable services. We aim to:
- Make the council financially sustainable
- Work in partnership with Croydon’s diverse communities and businesses
- Strengthen collaboration with partner organisations and the voluntary, community and faith sectors
- Embed good governance and adopt best practice
- Develop our workforce to respect community diversity

Key business plan outcomes:
- Croydon is a place of opportunity for business, earning and learning
- Children and young people have the chance to thrive and fulfil their potential
- Croydon is a cleaner, safer, and healthier place
- People can lead healthier and independent lives for longer

We support flexible and hybrid working arrangements and are committed to equal opportunities and safeguarding vulnerable groups.

Experience
- Experience of complaint handling or demonstrable transferable investigative skills
- Knowledge of complaint handling best practice and customer feedback management
- Experience working with stakeholders at all levels, including senior managers
- Experience dealing with members of the public in challenging or sensitive situations
- Understanding of relevant legislation and regulatory frameworks or ability to quickly acquire this knowledge

About you
- Excellent written communication skills with the ability to explain complex matters clearly and concisely
- Strong verbal communication and presentation skills
- Excellent judgement and decision-making abilities
- Strong analytical skills with the ability to review and interpret complex information
- Ability to influence, challenge constructively, and build effective working relationships
- Excellent organisational skills and ability to manage competing priorities
- Resilient, proactive, and solution-focused approach
- Commitment to delivering high-quality customer outcomes

Qualifications
No specific qualifications required; however, a commitment to fairness, excellent customer service, and driving positive change is essential.