Complaints Officer - Internal Only

This position is open to internal candidates employed by LBB. Any applications received from external candidates outside of the above will not be considered and will be automatically rejected. Directorate: Assurance Contract Type: Permanent Hours: 36 Role Type: Hybrid - 3 days required in office, Monday and Wednesday are set days Salary: Grade F £35,628 - £37,794 Location: Colindale Closing Date: 19th October 2026 Important Information for Current Barnet Council Employees Where possible, employees who have access to Oracle are encouraged to apply via the Opportunity Marketplace (Internal Career Site). This helps to ensure applications are correctly identified as internal and avoids potential delays during the recruitment process. This position is open to internal candidates employed by LBB. Any applications received from external candidates outside of the above will not be considered and will be automatically rejected. About Barnet Council Barnet is a borough with much to be proud of. Our excellent schools, vibrant town centres, vast green spaces and diverse communities all help make it a great place to live and work. As a council we want to build on these strengths as we move into the future. We are growing and developing as an organisation to meet the challenges facing our borough and we are committed to working with partner organisations and residents to make Barnet even better. As an organisation, our staff are committed to Our Values: Learning to Improve, Caring, Inclusive, Collaborative – which drive everything we do. Are you passionate about excellent customer service? Do you enjoy solving complex problems, influencing positive change, and turning feedback into meaningful improvements? This is an exciting opportunity to join Barnet Council's Corporate Complaints Team at the heart of the Council. As a Corporate Complaints Officer, you will play a vital role in ensuring residents' voices are heard, concerns are addressed, and valuable lessons are translated into better services for the community. Why This Role Matters Every complaint tells a story. Behind each case is an opportunity to improve services, strengthen trust, and deliver better outcomes for residents. This is far more than a traditional complaints role. You'll be: Working across the whole council, building relationships with a wide range of services and stakeholders. Advising on sensitive and high-profile cases. Supporting responses to the Local Government and Social Care Ombudsman. Helping develop innovative approaches to customer care and complaints management. Using modern digital tools and systems to improve performance and outcomes. Contributing directly to strategic improvements that affect thousands of residents. Please click here to download the Job description for this role. (Right-click and select “Open in new tab” so you can keep the job description open while completing your application) This is a hybrid role with 3 days required in office, Monday and Wednesday are set days Who We're Looking For We're seeking someone who is: An exceptional communicator with strong customer care skills. Confident managing complex cases and challenging situations. Experienced in complaints handling, investigation, and resolution. Highly organised and able to manage competing priorities. Analytical, curious, and motivated by continuous improvement. Comfortable working independently while collaborating effectively with colleagues at all levels. Passionate about making services fairer, more responsive, and resident focused. Knowledge of local government complaints processes and experience of using case management systems, reporting tools, and Microsoft 365 applications will help you thrive in this role. What we offer 31 days annual leave, plus public and bank holidays Access to the Local Government Pension Scheme , which provides a valuable guaranteed income in your retirement together with security for your dependents A comprehensive Flexible Working Policy which sup