Complaints Officer

Complaints Officer
3 Month Contract September start
£350-£400 per day
Inside IR35 (via umbrella)
Hybrid Working | 2 Days On Site – South East CVs are being reviewed immediately and interviews will be taking place shortly. Are you an experienced Complaints Officer with a strong track record of managing complex local authority complaints? Do you thrive in fast-paced environments where you can bring structure, expertise and resilience to a service under pressure? This is an excellent opportunity for a skilled Complaints Officer to join a new team facing a significant backlog across Children’s, SEND and Corporate Complaints, including cases progressing to the Local Government & Social Care Ombudsman (LGSCO). You will play a key role in driving improvements in complaint handling, supporting managers with complex cases, and ensuring responses are robust, compliant and customer-focused. With limited systems support currently in place, this assignment requires someone highly organised, proactive and confident in making informed decisions under pressure.

Your Role as Complaints Officer:

• Manage complex Corporate, Children’s Statutory and SEND complaints , including responses to LGSCO enquiries
• Provide expert guidance, challenge and support to operational teams on complaint handling and resolution
• Quality assure complaint responses, accuracy and excellent customer experience standards
• Manage difficult and persistent complainants , handling calls professionally and constructively
• Support the reduction of a significant complaints backlog whilst ensuring compliance with statutory and corporate deadlines

Your Previous Experience as Complaints Officer:

• Proven experience managingLGSCO investigations within a Local Authority
• Knowledge and experience of Statutory Children’s Complaints and/or SEND Complaints processes
• Strong decision-making skills with the ability to determine appropriate complaint pathways and resolutions
• Excellent organisational skills with experience managing high-volume, administratively complex caseloads
• Resilient and persistent, with a proven ability to work to demanding deadlines and stakeholder expectations

This Complaints Officer assignment offers the opportunity to make an immediate impact within a service that needs experienced and resilient complaint handling expertise. Your ability to bring clarity, consistency and professionalism will be highly valued from day one. Our clients are passionate about creating and evolving a diverse workforce and do not discriminate against any employee or applicant. Recruiting decisions are based on your experience and skills. Any reasonable adjustments in the workplace will be fully supported during the application and hiring process. Due to the fast-paced nature of interim recruitment, applications are reviewed as received and client requirements may change during the recruitment process. Whilst we endeavour to review all applications, we may not be able to respond individually to every candidate. Submission of an application, expression of interest or right to represent does not guarantee submission to a client, interview, placement, or engagement. Recruitment decisions ultimately remain subject to client requirements, availability, suitability, and selection processes. Baltimore Consulting is committed to fair and inclusive recruitment practices, and all applications are considered based on the requirements of the role and the information available at the time of review.

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