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Complaints Officer - Oldham

Job Title: Complaints Officer - Oldham
Contract Type: Temporary
Location: Oldham
Salary: £9.83 - 9.83 per hour
REF: NYKLH080720
Contact Name: Nanayaw Kyeremeh
Contact Email:
Job Published: about 1 month ago

Job Description

Oldham Council – Complaints Officer

Location: West Street, Oldham, Lancashire, OL1 1NL

Contract: Initial three-month contract

Hours: 9am-5pm / Monday to Friday

Payrate: £9.83


To assist in the administration, monitoring, practical delivery and development of the council’s complaints policy and associated procedures.

To respond to and assist in the management of complaints and representation received by the council across all service areas.

To provide a comprehensive administration service to the Customer Liaison Team, in order to support the efficient and effective operation of the council’s complaints policy and associated procedures

Key Tasks

To support the effective administration of the council complaints policies and procedures.

To contribute to the continual development of complaint handling systems and processes to ensure both compliance with regulators and to take account of feedback from customers.

To support the delivery of training in effective complaints handling and investigation training for staff across the council and in partner organisations to ensure that all complaints and investigations are handled in line with council policy.

To assist in the development of managers’ and staff guidance relating to complaints handling.

To be the first point of contact for all customers making complaints by telephone.

To log, manage and re-direct incoming telephone queries, identifying urgent or sensitive matters.

To receive and process incoming and outgoing Directorate mail and emails and identify priority items.

To ensure that all complaints received by the council are acknowledged, investigated and responded to in line with each of the different council complaints policies and procedures.

To ensure all information received regarding a complaint is securely held on an electronic database and in a paper file.

To ensure that all complaints received by the council are acknowledged.

To provide an administrative support to the Customer Liaison Team.

To co-ordinate the organisation of meetings including taking minutes, and arranging venues and equipment as required.

To undertake support tasks as required during the operation of a complaint e.g. research, progress chasing, complaints processing, visit/conference arrangements, travel arrangements, preparing relevant papers/agendas prior to meetings etc; and

To assess complaints according to different council complaints policies and develop action plans for each complaint accordingly.

To meet with complainants on a face to face basis to facilitate the resolution of complaints. 

To ensure that the learning and service improvements highlighted by complaints or other contacts with customers are identified and actioned

To provide guidance, advice and support to staff on the management of complaints in order to promote efficient and effective local resolution.

To investigate complaints received on behalf of service managers, presenting investigation reports and a draft response for the complaint to both the Customer Liaison Team Manager and the Service Manager.

To undertake quality assurance checks on complaint responses prior to them being issued to ensure they are of the highest possible quality.

To provide practical support to complainants where identified as necessary.

To facilitate access to independent advocacy when required.

To liaise with other officers of the council e.g. legal, risk and insurance and other agencies e.g. NHS bodies, private providers, and other organisations from within the private and third sector in relation to customer liaison activity.

We offer:

  • 24 hour one on one specialist social work consultant based within your geographical area
  • 4Recruitment Services Employee Benefits Programme
  • Our own dedicated payroll support ensuring you get the full benefits of your payment

Recruitment is done in line with safe recruitment practices. 4Recruitment Services is an equal opportunities employer.

To discuss this vacancy or other vacancies in your area please contact Nana Kyeremeh on 0208 514 9137 or Email: