Senior Complaint Co-ordinator

Northumberland County Council
Closing date
20 Aug 2022

The Council

Northumberland County Council operates a huge range of services across one of the largest counties in the UK. Local Government’s ongoing challenges and the diversity of our residents means we have to work smarter. That’s why we want bold, creative and agile thinkers who can help us move forward and innovate.

For further information about working for Northumberland County Council, please click here:

The Service

The Client Relations Team sit within the Innovation and Improvement directorate and undertake the management of all statutory and corporate complaints made against the Council.  Additionally the team provide the response to children’s social care Subject Access Requests in line with relevant legislation and council policy.

The role
The 2 posts will work as part of a team of staff to ensure an efficient and effective standard of service is provided to the required standard.

Client Relations work frontline, having direct contact with our residents/service users who for many reasons may be unhappy with service provision. The Team support our residents in raising their concerns and having them formally investigated and responded to via either the Council’s own corporate process or the statutory children’s/adults complaints processes.

The Senior Complaints and Quality Co-ordinator will have day to day oversight of the work of the Client Relations Assistants making initial assessments of all contacts and deciding on relevant process.  They will be confident in offering advice, guidance and support to complainants but also to those investigating complaints and Council officers who may be linked to any complaint matter.

We are offering:

-Two full time permanent posts

-A starting salary of £29,175 (salary range £29,174-£32,798)

-Access to the Local Government Pension Scheme

-A wide range of staff benefits including a competitive annual leave provision

-A hybrid working solution (Office / Home working), in line with the Council’s worksmart project.

Essential requirements:
-Thorough working knowledge of legislation and best practice relating to Local Government complaints.

-Recent and relevant experience of dealing with public sector complaints

-Ability to deal sensitively and diplomatically, both orally and in writing, with a wide range of complex and contentious information with a variety of correspondents.

-Advanced IT skills and able to effectively use IT solutions to achieve work objectives..

-Ability to work as part of a team and foster a positive organisational culture.

For further information about this vacancy, please contact Julie Dennitts-Seal on 07870 365966 for an informal discussion.

For the job description and person specification please click here 

To apply please click the Apply Now link below.


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