JOB TITLE Corporate Complaints Officer
POST NUMBER 014253
WEEKLY WORKING HOURS 37 hours
SALARY RANGE £33,699 to £37,105 pa pro-rata for hours worked
TYPE OF CONTRACT Permanent
LOCATION Stevenage
About the role
Reporting to the Head of Customer Services, you will play a pivotal role ensuring that complaints are effectively logged and triaged, investigations are meaningful, and corrective actions are implemented. You will play a crucial role in learning from complaints and communicating lessons learned to drive improvement.
You will display strong leadership skills to create a team working environment based on excellent communication, collaboration, and hard work. You will be a key part of our business unit driving positive change across the organisation.
About you
• Complaint handling: You should demonstrate a good knowledge and experience of complaint handling in a Local Government setting.
• Ombudsman: Have a good level of knowledge of the Local Ombudsman complaint handling code and its application.
• Team management: Previous experience of managing teams inclusive of development/coaching one to ones and performance management.
• Training: Display a strong ability to train and provide guidance to service managers and senior leaders.
• Customer experience: Passionate about the Customer Experience and continuous improvement.
OUR BENEFITS
• Pension Scheme: We offer a career average pension scheme, providing generous benefits upon retirement, as well as a lump sum and pension for dependants
• Flexible working: available upon request, subject to operational requirements.
• Part time and Job share opportunities - all our full-time vacancies are open to job share unless otherwise stated.
• A variety of different types of paid and unpaid leave covering emergency and planned leave, maternity, paternity, adoption and parental leave.
• 25 days holiday rising to 31 days (depending on Local Government service)
• An extensive range of learning and development opportunities
• Employee Assistance Programme – 24/7 Confidential advice and support on personal, work, family and relationship issues
• Season ticket loans and discounts for public transport
• Cycle to Work scheme
• Stevenage Credit Union: secure savings, free life insurance and access to cheap loans.
• Employee Discounts: via monthly paid membership of the Civil Service Sports Council (CSSC)
• Discounted Health and Fitness membership
• Trade Unions: For a small fee, all employees have the opportunity to join a Trade Union.
HOW TO APPLY
All applications must be made on online - please visit Jobs website (Webrecruit)
For an informal discussion about this role please contact
Name Donna Smith
Job Title Head of Customer Services
Phone Number 01438 242242
Email donna.smith@stevenage.gov.uk
Closing date for receipt of applications: 31 May 2026
Interviews will be held week commencing: 08 June 2026
Please note that if we receive a large volume of applications for this role, we reserve the right to close this vacancy ahead of the published closing date
Stevenage Borough Council (SBC) is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff, volunteers and recruitment candidates to share this commitment. SBC shall take all reasonable steps to employ staff who are safe to work with children, young people and vulnerable adults. For posts identified with regular contact with these groups applicants will be required to undertake a Value Based Interview. The council supports the legislative requirements for employing and maintaining safer staff and the guidance specified by Hertfordshire Safeguarding Adults Board
Stevenage Borough Council is committed to Equal Opportunities for All
