Job Description

Our public sector client based in Birmingham is looking for an executive officer to join their team as a complaints officer. This is currently a temporary role until January 2025, but it is highly likely to be extended. This is a full-time role, Monday to Friday, 37 hours per week. The pay rate for the role will start at £12.74 per hour and it will increase to £14.09 at week 13.

This will be a hybrid role. At the moment the team do 2 days in the office and 3 days from home but this will be subject to business needs. You may find during your first few weeks you work in the office more than 2 days per week.

Your main role will be to investigate tier 2 complaints and draft responses for the Public Guardian and Senior Leadership Team, in particular correspondence sent directly to the Public Guardian by customers and MPs and provide assistance to Parliamentary and Health Service Ombudsman (PHSO) enquiries. You will also be required to draft responses on behalf of MOJ and OPG ministers. Day to day duties will include:

" Investigate and respond to complaints and correspondence within 10 working days and actively seek feedback on your letters to ensure continuous improvement
" Draft responses and submissions for Ministers and provide assistance to independent Ombudsman enquiries
" Liaise with teams across OPG including legal, information assurance and policy teams to help resolve complaints, seeking up to date and relevant information to strengthen complaint responses
" Provide feedback to relevant business areas to ensure the reasons for complaints are resolved.
" Manage the OPG Complaints inbox to a high standard; red flagging tier 2 complaints to be allocated to team members via folders within inbox; identifying which complaints team or area to send other complaints/queries and send these on accordingly.
" Build relationships and work with teams across the organisation to resolve these problems, looking to reduce or eliminate similar complaints in the future - attend appropriate workshops on process changes to provide a complaints/customer perspective
" Provide advice via email, on the phone or in person on how best a complaint should be handled, to include information on quality, content, handling strategy etc. including Birmingham and Nottingham Offices.
" Provide complaints data to the wider business to assist with ongoing customer focused work and priorities.
" Provide support and guidance and deliver bespoke complaints training to tier 1 complaints teams and other teams as necessary
" Review complaints via email and post/hard copy to assess which team holds responsibility to respond, and ensure complaints are scanned and send to teams in an efficient manner
" Attend relevant meetings with both colleagues and senior leaders and act as a complaints representative as required


The ideal candidate for this role will have the following experience:
" Previous experience of complaint handling
" Excellent written and verbal communication skills with the ability to present complex messages to a range of audiences
" IT skills including proficiency in MS Word, Excel and Outlook.
" Experience of working to tight deadlines


Please apply to this role online if you are interested. Successful candidates will be subject to a standard DBS check (free of charge) due to the nature of the role.