**INTERNAL APPLICANTS ONLY** Complaints Officer

Grade: PO1 £42,492 - £45,123 Full Time/Fixed Term Contract or Secondment (12 Months) Closing Date: 23/10/2026 Directorate: Chief Executive ** INTERNAL APPLICANTS ONLY ** Organisation : London Borough of Waltham Forest Salary: PO1  £42,492 - £45,123 Contract Type: Full Time/Fixed Term Contract or Secondment  (12 Months) Working hours per week: 36 Application Deadline: 23/10/2026 Proposed Interview Date(s): 29/10/2026 and 30/10/2026 Reference: 2369 About Us: Bursting with culture, energy, and opportunity, the London Borough of Waltham Forest is a fantastic and exciting place to work. We are a highly ambitious borough. Driven by culture and the innate creativity of our residents, we have developed new and innovative ways to build our communities. Our Council is relentlessly resident-focused, insight-led, digitally driven and commercially minded; a Council focused on meeting the needs of our existing and future residents. London Borough of Waltham Forest is one of the Mayor of London’s Good Work Standard employers. This accreditation is a proof of our commitment to creating a healthy, fair and inclusive workplace. This includes fair pay and conditions, workplace well-being, skills and progression and diversity and recruitment. The Council’s preference is for online application. However, if you have a disability and are unable to complete an online application, please email recruitment@walthamforest.gov.uk so we can arrange an alternative application method. About the role: The Complaints Officer role focuses on investigating Stage 2 complaints across a range of Council services, providing detailed responses on behalf of the Chief Executive, and supporting the Council’s Link Officer with the Local Government and Social Care Ombudsman. The post holder is responsible for ensuring complaints are handled fairly, thoroughly and within agreed timescales, while supporting residents through complex and sensitive issues. The role also plays a key part in driving service improvement by analysing complaint trends, identifying recurring service failures, recommending corrective actions, and working with service areas to embed learning from complaints. >> Click here to download the Role Profile << Key Responsibilities: Conduct Stage 2 complaint investigations across Council services, ensuring complaints are investigated thoroughly, fairly and within agreed timescales. Prepare detailed complaint responses on behalf of the Chief Executive and provide appropriate remedies where service failures have occurred. Support the Council's Link Officer with requests from the Local Government and Social Care Ombudsman, by coordinating and submitting comprehensive responses to enquiries and investigations. Work with service areas to identify lessons learned from complaints, recommend improvements, and ensure corrective actions are implemented. Analyse complaints data, identify trends, monitor recurring service failures, and produce reports to support performance monitoring and service improvement. Review policies, procedures and practices that contribute to complaints and make recommendations to improve service delivery. Provide advice and guidance on complex, sensitive and escalated complaints matters to managers and colleagues. Deliver high standards of customer service, including supporting residents in person where necessary and handling challenging or emotive situations professionally and sensitively. Qualifications and Requirements: To be considered for this position, you should meet the following requirements: Experience of investigating complex complaints and resolving customer issues. Knowledge of complaint handling procedures and best practice. Understanding of the roles of the Local Government and Social Care Ombudsman Experience of analysing evidence, legislation, policy and procedures to reach balanced decisions. Knowledge of local government services and the challenges facing public services. Strong investigative skills to gather, evaluate