East Suffolk Council is an exciting place to work and a great place to make a real difference to people’s lives, delivering vital services to a quarter of a million people across East Suffolk. We currently have an exciting new opportunity to join the East Suffolk Council's Policy, Performance and Risk Team as a Corporate Complaints Officer.
We are looking for a proactive and customer-focused Corporate Complaints Officer to be part of a dedicated team that is responsible for the day-to-day administration of the council's customer feedback process. This varied role involves coordinating complaints and ombudsman enquiries, providing expert advice and training to colleagues, analysing complaint trends to drive service improvements, and helping to embed a positive complaints culture that delivers excellent customer outcomes across the organisation.
Key Responsibilities:
Working as part of a small team you will play a key role in co-ordinating East Suffolk Council’s customer feedback and complaints processes, ensuring complaints are processed professionally, fairly, and in line with council policy, Ombudsman requirements, and best practice standards.
The role involves coordinating Stage 1 and Stage 2 complaints, supporting high-quality investigations, monitoring performance against service standards, and ensuring agreed actions are implemented. You will co-ordinate and respond to enquiries from the Housing Ombudsman service and the Local Government and Social Care Ombudsman (LGSCO) ensuring responses to enquiries in a timely manner. As part of a team you will provide training, support and templates to complaint responders to ensure they are aware of the principles of how to conduct resident focused complaint investigations.
You will need:
We are looking for a highly organised and customer-focused professional with experience in complaints handling, dispute resolution, and delivering excellent customer service. You will have strong written and verbal communication skills, with the ability to manage sensitive and complex issues tactfully, diplomatically, and with empathy.
The successful candidate will be able to work independently, manage competing priorities, analyse performance data, and produce clear reports and presentations for a range of audiences. You will have experience of investigating and resolving escalated complaints, maintaining accurate and confidential records, and using IT systems and Microsoft Office applications to a high standard.
A good understanding of local government, regulatory requirements, and customer-focused service delivery is desirable, along with the confidence to challenge processes and influence positive outcomes. If you do not strictly meet the essential criteria but feel that your experience evidences competencies in these areas then you are encouraged to apply.
Why work for us?
East Suffolk Council is a great place to work and there are lots of benefits our employees can access. To find out more about why we are so proud of East Suffolk Council, look at our video and hear why our employees think it is such a great place to work.
Here are some of the main benefits:
Please see our benefits brochure for further information.
Most of our teams are working in an agile way, with a mixture of home and office working, depending on individual preferences and service requirements. If you wish to discuss how that might impact your working arrangements if you were the successful candidate, please contact the recruiting manager listed at the bottom of this advert.
For an informal discussion regarding this post, please contact Anne Utting on [email protected]
Closing date: 11.30pm Wednesday 23 September 2026
Interview date: Monday 28 September
How to apply
Step 1 - Read the advert and the Job Description and Person Specification Corporate_Complaints_Officer
Step 2 - Complete the Supporting Statement template. Your statement needs to indicate how you meet each of the criteria contained within the Person Specification. Please use the template provided (other formats will not be accepted).
Step 3 - Complete the online application and upload your statement. Please note, CVs are not accepted.
For more information, check out the How to Apply section of our Career Site.
Job details are sourced from the employer's original posting.
Open job postingAbout the company
Suffolk County Council is a local government authority providing a wide range of public services to the residents of Suffolk, England.