Camden is changing on the inside to make life better for everyone. Because we’re not just home to the UK’s fast-growing economy. We’re home to the most important conversations happening today. And we’re making radical social change a reality, so that nobody gets left behind.

This customer-focused Complaints Team Leader will lead by example when dealing with citizens directly who are not satisfied with the services they have received from the council in order to contribute to radical social change by creating a better future for all focusing on improving services provided by the council to its residents.

This is an active leadership role in the Information and Records Management team to develop and lead a citizen-focused and efficient complaints procedure that meets the requirements of all related legislation, guidance and policy requirements of the Local Authority under statutory and non-statutory complaints policies and procedures.

The role provides education, training and awareness to everyone in the council on the requirements on complaints handling and relevant legislation and best practice to ensure learning from complaints leads to service improvements.

This role is subject to an enhanced DBS check.

About you

We’re looking for someone to not only lead the day-to-day operational tasks but also to bring fresh ideas and challenge the way things are done in a way that is citizen-focused, simple, open and transparent.

With a background in handling complaints, you will have knowledge of UK statutory and non-statutory complaints policies and procedures and good practice.

Your skills with information systems and software packages will mean that you are able to confidently analyse and present data that is as much about the resolution, learning and service improvement as it is about meeting the required timescales.

You will be an extremely customer-focused individual who has experience of developing good relationships with the public and a range of staff at all levels of the organisation including leading a team and managing people.

You will have excellent communication skills and the ability to see things clearly from others’ viewpoints and negotiate using tact and diplomacy. You will be an experienced problem solver who can work on their own initiative and with others.

We’re ready to welcome your ideas, your views, and your rebellious spirit. Help us redefine our corporate services, and we’ll redefine what a career can be.

Working for Camden

Working for Camden you’ll receive a host of great benefits, Click HERE to see full details.

To discover more about Camden and our commitment towards diversity, equality and safeguarding, please visit our recruitment website  

Additional information   

To view the Job Profile please click HERE

To apply for this job please follow the "Apply" link. In the ‘Why you?’ section of the application you will be required to demonstrate how you meet the essential criteria listed in the Job Profile. 

Asking for Adjustments   

Camden is committed to making our recruitment practices barrier-free and as accessible as possible for everyone. This includes, making adjustments or changes for disabled people, neurodiverse people or people with long-term health conditions.If you would like us to do anything differently during the application, interview or assessment process, including providing information in an alternative format, please contact us on 020 7974 6655, at resourcing@camden.gov.uk or post to 5 Pancras Square, London, N1C 4AG.