Location
Dockside Rd, London

Hours
Full Time (hours not specified)

Salary
£42,771 - £45,750 per annum

About the Role
In this critical role, you won’t just respond to complaints and Member enquiries, you’ll play a key part in ensuring our responses are consistently high-quality, resident-focused, and aligned with our values. Working closely with colleagues, you will support the organisation to learn from feedback, improve performance, and reduce repeat complaints.

You will conduct thorough, fair investigations into complaints received within the Environment & Sustainable Transport directorate. You will ensure all responses meet corporate quality assurance standards: clear, empathetic, evidence-based, and timely. Identifying service trends and root causes through complaint insights, you will contribute to action planning that improves outcomes for residents.

Working with teams across the council, you will help embed a culture of continuous improvement and shared learning from complaints and enquiries. You will support performance monitoring and help develop directorate-level improvements that align with our wider Resident Experience goals.

Experience
Proven experience investigating complaints, including complex or escalated cases.

About you
A commitment to quality – with the ability to assure, challenge, and improve the standard of written and verbal responses across teams.
Excellent communication and collaboration skills, capable of engaging staff at all levels and keeping residents at the centre of everything.
A proactive, solutions-focused approach with a genuine interest in improving services through feedback.

Qualifications
Not explicitly stated, but relevant experience in complaint investigation and quality assurance is essential.