Job Description

40,777 - 45,091 pro rata per year. This is a permanent, part-time position (21 hours per week). Are you looking to try a new role and meet a new challenge? Why not consider joining us as a Complaints Officer.

Post title:

Complaints Officer

Post number:

CS.63037

Salary:

40,777 - 45,091 pro rata per year

Job description:

Complaints Officer (CS.63037) Job description

(

PDF,

296 KB

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Directorate/department:

Corporate Services

Apply online now for post CS.63037

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Closing date:

11.45pm, 18 December 2025

Further information

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Working within our Customer Services Department to ensure complaints relating to Social Services and related corporate procedures are investigated and responded to within national and locally set timescales, supporting senior members of staff to enable timely and high quality investigations and responses on behalf of the Chief Executive Officer, and providing day-to-day guidance to all staff involved in complaints and investigation handling within the Authority, this role can help make a real difference to the quality of services and support received by some our most vulnerable and deserving citizens.

Main duties of the job

The job role will include:

Acting as the first point of contact for people wishing to register or discuss compliments, comments and complaints. This may be by phone, email or occasionally in person. Reviewing incidents and complaints received with appropriate escalation where required. Maintaining electronic records for complaints and compliments Ensure written complaint responses and replies by phone where appropriate are in line with regulatory expectations and our internal Complaints handling policy. Supporting the completion of reports for both internal and external stakeholders. Maintaining accurate and up to date digital records in accordance with GDPR The successful applicant will be proficient in Microsoft Word, Excel & Outlook and be able to produce accurately typed documents, letters, reports and e-mail correspondence including via the use of Copilot AI. Previous experience within a local authority environment and knowledge of Complaints procedures, especially relating to Social Services is desirable. The ability to speak Welsh would be advantageous.

The role involves hybrid working, usually at The Guildhall or working from home. A reliable and secure home internet service is essential. Face to face meetings with citizens will usually be from our new centralised visitor centre Y Storfa.


Standard office hours are 8.30am - 5pm Mon - Thu, 8.30am - 4.30pm Friday however the role offers the ability to work flexible to best meet citizens' needs.

Safeguarding

Within Swansea Council there is a "Safeguarding is Everybody's Business" principle, and this applies to all Swansea Council employees, elected members, volunteers and contractors. Further details can be found at https://www.swansea.gov.uk/corporatesafeguarding

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