Corporate Complaints, Learning & Improvement Officer

Corporate Complaints, Learning & Improvement Officer 150 150 tcl-admin
Corporate Complaints, Learning & Improvement Officer
Contract / Temporary

K&C 5225545

Posted: 17th March 2023 09:07
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  • Pay Rate:

    £18.76 per hour PAYE

  • Hours per Week:

    36 Monday – Friday, normal working hours

  • This opening assignment is for 2-3 months

  • KENSINGTON, London,

    W8 7NX

What's involved with this role:

Temporary Corporate Complaints, Learning & Improvement Officer – Customer Delivery

Reference no: K&C 5225545

Pay rate: £18.76 per hour PAYE

Role Length:  This opening assignment is for 2-3 months

This role plays a vital role within the organisation, providing a key point of contact for complainants and stakeholders. To develop good working relationships with complainants, providing them with clear support and guidance as needed, and facilitate handling of their complaint to ensure that, using information provided by the division following investigation, their questions and concerns are adequately addressed. To investigate, recommend action, and respond to complaints, ensuring the highest possible standard of service is provided to customers.

To continually review the systems in place to improve the efficiency of the service and the learning from complaints.  An understanding and experience of using iCasework case-handling system is essential for this role.

Key responsibilities:

  • Investigate complaints including reviewing and assessing documents, telephone contact with complainants and advocates.
  • Use initiative and discretion in day to day working as may deal with sensitive or contentious issues such alleged negligence and be speaking with complainants who may be angry or upset.
  • Use appropriate methods to investigate sensitive complaints, including mediation.
  • Responsibility for a caseload of complaints, from initial contact to liaising with and advising officers and senior managers who are responsible for providing investigation reports and complaints responses. This involves supporting staff and reviewing responses to ensure they cover all aspects of the original complaint, and comply with the Council’s complaints procedure and statutory requirements.
  • Analyse information provided and obtained during an investigation and assess it in determining the validity of a complaint.
  • Draft a response letter or report that addresses all the issues raised by the complainant and presenting complex arguments comprehensively and clearly.
  • Responsible for the smooth operation of the Council’s complaints procedures.
  • Work in partnership with partners, contractors and commissioned services and other agencies to ensure efficient handling of complaints. Review information received from divisional staff carrying out the complaints investigation to ensure that evidence of lessons learned has been included.
  • Assist the Complaints and Feedback Manager in liaising with the Local Government Ombudsman regarding complaints brought against the Council, and ensuring that services respond to Ombudsman requests in a timely manner.
  • Responsible for keeping up to date with changes to procedures and processes on a regular basis.
  • Ensure the implementation of any decision(s) or recommendation(s) made arising from the various complaint procedures.


“Role Requirements” – to give yourself the maximum chance of success please try and ensure your CV addresses the following essential criteria:


  • GCSE’s Grade A-C, including Maths and English.



  • 3 years’ experience in complaint handling/dispute resolution.
  • Experience of and able to use iCasework case-handling system is essential for this role.
  • Experience in complaints handling and/or experience of working in a problem solving customer service role and ideally within a public sector organisation.



  • Ability to respond to complainants in a sensitive and understanding manner that demonstrates empathy.
  • Excellent customer services skills and the ability to communicate at a high level both verbally and in writing.
  • Ability to relate to people at all levels, and to deal with senior management and a range of external stakeholders with confidence.
  • A high level of accuracy and attention to detail.
  • IT literate in Word and Excel with the ability to learn how to use new systems as required.
  • Ability to turn a negative experience into a positive outcome.
  • Ability to resolve complex problems.
  • Able to produce succinct, accurate reports on complaints with some analysis and data gathering of trends.
  • Resilient with the ability to remain calm under pressure.
  • Able to put the residents and customers first by being respectful and empathetic.


NB: Please feel free to apply to us direct via [email protected] by quoting the job reference and job title exactly. SEE DETAILS AT THE BOTTOM OF THIS AD.

If you have previously applied to one of our vacancies and have already sent the required supporting documentation to us, please make this clear when you re-apply as this will help speed up your application.

To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF.

If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.

Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.

Other “Essential Requirements” – Please check to ensure that your CV addresses the following items:

  1. Our clients are generally seeking applicants who are reasonably local, so on that basis we would ideally like you to supply us with your address (or at least your post code) and a telephone number so that we can reach you during working hours.
  2. Your recent UK working experience going back at least 5 years, or full employment history if you have been working for fewer years than this.
  3. Your availability to work either immediately, or at short notice.
  4. ***Qualification details and any other experience/skills relevant to the job role to help support your application (and help us to help you!) – please give full details within your CV document.
  5. Please refer to the Role Requirements section above - your CV must address the requirements listed.


Other preferable/desirable details to include on your CV, if applicable:

  1. Any local authority/public sector experience
  2. Any relevant qualifications held or being studied for.



Please note that clients invariably ask us to strip out contact details from CVs before we submit them for consideration. This is always quicker and easier to do if you send your CV to us in Word format, rather than as a PDF please

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If you would prefer to send a CV straight to us rather than by way of an on-line application, you are very welcome to do so via [email protected] but please quote both the job reference and job title exactly as they appear below:
Job Ref: K&C 5225545
Corporate Complaints, Learning & Improvement Officer
Client Category: Local Authority

Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

Please do try to resist contacting us with requests for progress updates.

We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.

Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs.

Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary.

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If you do not have a CV available right now please use this form to send yourself a reminder. When your CV is available, simply click the link in the email or alternatively reply to that email with your attached your CV.

Job Ref: K&C 5225545
Corporate Complaints, Learning & Improvement Officer
Client Category: Local Authority

CV Tips

Your CV needs to be current with your most recent role. We won’t be able to submit it with any unexplained gaps in employment. It will save time and improve your chances of success if we can put your CV forward immediately without having to ask for revisions.

Your CV must cover the “Essential Requirements” of the role. Ideally you will address the “Essential Requirements” on each job description page directly, in a bullet point list. Please include any DBS details and other qualifications called for.

Your CV should clearly state that you are available to start work either immediately, or at short notice. In general, our clients are unable to work with notice periods of more than 1 week from the point at which a role is offered, 2 weeks at the very most.

We do not put forward covering letters, so please ensure that your CV in contains all relevant information being called for.

We recommend that you consider sending us a CV suitably tailored CV for each role that you apply for. Job board aggregator sites will generally store only one version of your CV, which can be a bit limiting, so this is to your advantage.

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