Location
London Borough of Barnet

Hours
Full Time

Salary
£54,927 per annum

About the Role
An exciting opportunity has arisen to join Barnet Council as our Corporate Complaints Manager, a high-profile role at the heart of the organisation. Working across the Council and with our partners, you will lead the corporate and Ombudsman complaints function, turning customer feedback into meaningful service improvements and ensuring we deliver the highest standards of complaint handling.

This is a fantastic opportunity for an experienced complaints professional who is passionate about continuous improvement, service excellence and making a real impact for residents.

As Corporate Complaints Manager, you will play a pivotal role in ensuring that complaints are managed effectively, fairly and consistently across the organisation. You will help drive organisational learning, improve customer experience and provide assurance that complaints are handled in line with best practice and regulatory requirements.

Key responsibilities include:
- Leading and overseeing the Council's corporate complaints framework, policies and processes.
- Acting as the Council's expert adviser on complaints handling, supporting colleagues across services and liaising with the Local Government and Social Care Ombudsman (LGSCO).
- Monitoring and evaluating complaint performance, identifying trends, risks and opportunities for improvement.
- Producing insightful reports and presenting findings to senior leaders and stakeholders.
- Driving service improvements by identifying root causes, sharing lessons learned and supporting positive behavioural and process change.
- Helping to strengthen accountability, transparency and customer satisfaction across the organisation.

Barnet Council is committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults and expects all staff and volunteers to share this commitment. The Council embraces all forms of flexible working and is committed to offering employees a healthy work-life balance. We are a Disability Confident Committed Employer and provide reasonable adjustments to support applicants throughout the recruitment process.

We offer 31 days annual leave plus public and bank holidays, access to the Local Government Pension Scheme, a comprehensive Flexible Working Policy, a wide range of lifestyle discounts, payroll benefits including cycle to work and eye care vouchers, excellent training and development opportunities, and employee well-being programs including confidential assistance.

Experience
A proven track record of managing a complaints function within local government, public services or a similarly large and complex organisation.
Expert knowledge of complaints handling regulations, standards and best practice.

About you
Confident and experienced professional able to combine strategic thinking with a practical, solution-focused approach.
Strong analytical skills with the ability to interpret data, identify trends and produce high-quality reports and recommendations.
Excellent written and verbal communication skills, with the ability to influence, challenge and engage stakeholders at all levels.
Strong negotiation and conflict-resolution skills to manage complex and sensitive issues effectively.
A passion for continuous improvement and delivering excellent outcomes for residents.

Qualifications
Relevant qualifications or equivalent experience in complaints management or related fields are desirable but not explicitly stated. A commitment to ongoing professional development and learning is expected.