Complaints Officer

ECC20759_1759764007

Salary Package: £101.37 - £130.00 per day
Location: Harlow, England
Consultant: Terrell Hunter
Posted: 06/10/2025

Description:

Job Title: Complaints Officer

Location: Harlow, Essex
Contract: Full-Time, Temporary (6 Months)
Rate: £101.37 - £130.00 Daily rate dependant on experience
Closing Date: Friday 10th October 2025
On-site Requirement: Minimum 3 days per week

Berry Recruitment is delighted to be supporting a local authority in Harlow to recruit a dedicated Complaints Officer. This is a fantastic opportunity to join a council committed to transforming its customer experience and delivering excellence for its residents.

This is a 6-month temporary contract, ideal for someone looking to make a meaningful impact in a dynamic public sector environment.

About the Role
As a Complaints Officer, you’ll help shape a newly centralised complaints team—designed to improve how the council responds to residents, learns from feedback, and drives service-wide improvement. You’ll be instrumental in embedding a positive complaints culture and delivering high-quality, empathetic resolutions.

Key Responsibilities

• Log and acknowledge complaints in line with council procedures


• Engage with residents to understand concerns and desired outcomes


• Investigate complaints thoroughly, liaising with internal teams


• Draft clear, concise, and empathetic written responses


• Ensure timely follow-up and completion of agreed actions


• Conduct root-cause analysis to identify service improvement opportunities


• Promote consistency and best practice across complaint handling


• Uphold council policies and ombudsman standards


• Champion a customer-focused, resolution-driven approach

Why Harlow?
Harlow offers the best of both worlds—vibrant town life with excellent shopping and leisure, plus strong transport links to London and Stansted Airport. It’s a district of contrasts and a great place to live and work.

Ideal Candidate
We’re looking for an experienced complaint handler with a passion for customer service, a keen eye for detail, and the ability to drive continuous improvement. You’ll be confident engaging with residents and colleagues, and committed to delivering fair, timely, and empathetic resolutions.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and ability to perform the duties of the job.