Complaints Officer

Central Complaints Team – Information & Records Management
Camden Council
Salary: £28 UMBRELLA per hour (£21 PAYE)
Contract length: 3 months initially - potential to extend
Hours: 36 hours per week
Flexible and remote working patterns available as required by the service and the effective delivery of services within the framework


We are working on behalf of Camden Council and we’re looking for a Complaints Officer to join their Central Complaints Team, playing a key role in delivering a fair, effective and citizen-focused complaints handling service across the council.
This is a varied and rewarding role where your expertise will directly contribute to service improvement, organisational learning, and better outcomes for residents.

About the Role As a Complaints Officer, you’ll be at the centre of Camden’s approach to complaints and formal enquiries. You’ll ensure complaints are handled in line with statutory and non-statutory requirements, working closely with the Local Government and Social Care Ombudsman (LGSCO) and the Housing Ombudsman (HO).
Beyond investigation and resolution, you’ll help embed best practice across the council—supporting colleagues through training, guidance and shared learning to drive continuous improvement.
Key responsibilities include:

• Investigating and responding to Stage 2 statutory and non-statutory complaints, acting as an objective and impartial investigator
• Interpreting legislation, policy and Ombudsman guidance to reach fair, well-reasoned outcomes
• Working with senior managers to prepare draft adjudications under statutory procedures
• Promoting a complaints process that is simple, open, transparent and resident-focused
• Delivering training, education and awareness sessions to staff across the council
• Identifying trends, learning and service improvements using complaints data and case management systems
• Contributing to service improvement projects and promoting best practice across specialist complaint areas

About You You’re confident working with complex complaints and legislation, and you care deeply about fairness, learning and service improvement. You enjoy working collaboratively and are comfortable influencing at all levels of the organisation.
You’ll bring:

• Strong knowledge of UK statutory and non-statutory complaints procedures
• A good understanding of LGSCO and Housing Ombudsman guidance and best practice
• Knowledge of the Data Protection Act 2018 and UK GDPR
• Excellent written and verbal communication skills, with the ability to explain complex issues clearly and simply
• Experience investigating and responding to complaints, using sound judgement and attention to detail
• Confidence delivering training and advice to colleagues across different settings (face-to-face and online)
• The ability to work independently, manage competing priorities and handle sensitive information with discretion
• A willingness to develop expertise across different specialist complaints areas

If you have experience in this field and are interested in applying, please do so by either hitting that apply button, sending over your most up to date CV to nicola.mansfield@servicecare.org.uk or contact me directly on 01772 208964.