Corporate Complaints Manager

Directorate: Assurance Contract Type: Permanent Hours: 36 Salary: Grade J £49,590 - £54,927 Location: Colindale Closing Date: 13th 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. 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. Corporate Complaints Manager Make a difference. Drive improvement. Help shape better services for our residents. An exciting opportunity has arisen to join Barnet Council as our Corporate Complaints Manager, a high-profile role at the heart of the organisation . Working across the Council and with our partners, you will lead the corporate and Ombudsman complaints function, turning customer feedback into meaningful service improvements and ensuring we deliver the highest standards of complaint handling. This is a fantastic opportunity for an experienced complaints professional who is passionate about continuous improvement, service excellence and making a real impact for residents As Corporate Complaints Manager, you will play a pivotal role in ensuring that complaints are managed effectively, fairly and consistently across the organisation . You will help drive organisational learning, improve customer experience and provide assurance that complaints are handled in line with best practice and regulatory requirements. Key responsibilities include: Leading and overseeing the Council's corporate complaints framework, policies and processes. Acting as the Council's expert adviser on complaints handling, supporting colleagues across services and liaising with the Local Government and Social Care Ombudsman (LGSCO). Monitoring and evaluating complaint performance, identifying trends, risks and opportunities for improvement. Producing insightful reports and presenting findings to senior leaders and stakeholders. Driving service improvements by identifying root causes, sharing lessons learned and supporting positive behavioural and process change. Helping to strengthen accountability, transparency and customer satisfaction across the organisation . 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) About you We are looking for a confident and experienced professional who can combine strategic thinking with a practical, solution-focused approach. You'll bring: A proven track record of managing a complaints function within local government, public services or a similarly large and complex organisation . Expert knowledge of complaints handling regulations, standards and best practice. Strong analytical skills, with the ability to interpret data, identify trends and produce high-quality reports and recommendations. Excellent written and verbal communication skills, with the ability to influence, challenge and engage stakeholders at all levels. Strong negotiation and conflict-resolution skills, enabling you to manage complex and sensitive issues effectively. A passion for continuous improvement and delivering excellent outcomes for residents. Apply today and help shape the future of complaints management at Barnet Council. What we offer 31 days an