Senior Complaints Officer

Senior Complaint Resolution Officer Working Pattern: * Minimum 2 days per week in the office * First week fully office‑based for induction and training About the Role We are currently recruiting for a Senior Complaint Resolution Officer to join Hammersmith & Fulham Council. This is a key role within the Customer Resolution function, supporting the delivery of a high‑quality complaints, enquiries, and compliments service. Key Responsibilities * Play a pivotal role in delivering an effective complaints, enquiries, and compliments management service, ensuring agreed service standards are consistently met * Prepare and issue high‑quality responses to complaints and Members’ enquiries in line with Council policies and procedures * Resolve issues efficiently to meet performance targets and prevent escalation to higher complaint stages * Work collaboratively with internal teams to ensure timely and accurate case resolution * Line manage and supervise up to two Customer Resolution Officers, subject to operational requirements Candidate Requirements * Proven experience handling formal complaints within a local authority or public sector environment * Strong written communication skills, with the ability to produce clear, professional responses * Good knowledge of complaint handling procedures, governance, and service standards * Experience of supervising or mentoring staff is desirable