Job Description

Complaints Officer (Operations)

Location: Braintree, Essex

Rate: £17.62 PAYE / £22.59 Umbrella per hour

Contract: Temporary 6 Months

Hours: Full-Time, 37 Hours per Week

Working Pattern: Office-based, 5 days per week

The Opportunity

We are looking to recruit a Complaints Officer (Operations) to support the management of complaints within its new waste and recycling collection service. This is an excellent opportunity for an experienced complaints professional who is passionate about delivering excellent customer service, resolving issues effectively, and contributing to continuous service improvement.

As the Complaints Officer, you will:

• Investigate and respond to Stage 1 Operations complaints, ensuring responses are accurate, comprehensive, and issued within agreed timescales.
• Work closely with the Waste Team, Waste Minimisation and Sustainability Team, and operational managers to gather relevant information and resolve complaints efficiently.
• Ensure complaint responses are aligned with council policies, procedures, and best practice.
• Promote a positive complaints handling culture across Operations by providing guidance and refresher training where required.
• Maintain accurate records of complaints and supporting documentation on the complaints database.
• Provide administrative support to the Operations team as required.
• Coordinate appropriate support for vulnerable customers and those with additional needs.
• Monitor customer satisfaction, identify trends, and make recommendations for service improvements.
• Develop a thorough understanding of the systems used within Operations for waste and recycling collections and document management.

To be successful in this role, you will have:

• Strong investigative, analytical, and problem-solving skills.
• The ability to assess whether policies and procedures have been followed correctly.
• Excellent written and verbal communication skills.
• Good working knowledge of Microsoft Office, including Word, Excel, and Outlook.

Please note that due to the nature of this role, the successful candidate will be required to work on-site in Braintree five days per week.

To find out more information please contact Lily at (url removed)

Recruitment is done in line with safe recruitment practices. We are an equal opportunity agency.