Corporate Complaints Manager

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 Manager seeking a new challenge, or for an ambitious complaint professional with a strong track record of complaint investigation, resolution and service improvement who is ready to take the next step into a management role.

Key Responsibilities:

• 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.

Requirements:

• A proven track record within 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.

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 supports work-life balance by empowering staff and management to make decisions around when, where, and how work is done
• A vast range of lifestyle discounts from major retailers, supermarkets, energy suppliers and more
• Broad range of payroll benefits including cycle to work, eye care vouchers, travel and gym membership
• Excellent training and development opportunities
• Employee well-being training programs including confidential employee assistance