Job Description

An exciting opportunity has arisen for a Complaints Performance Officer to work within the Council's Customer Services Team to ensure that the Council is dealing with complaints in line with our policy.

Your role will be to carry out quality assurance, submit reports to cabinet and senior leadership team around performance as well as ensuring we are compliant with the Ombudsman's Complaint Handling Code.

You will have experience of dealing with complaints and providing feedback to others to drive through improvements and will be committed to high standards of customer service.

The post holder will have the ability to work with minimal supervision and be capable of prioritising workloads. You will have direct contact with colleagues from every service area in the council so excellent interpersonal skills are essential for this role.

You will have excellent keyboard and communication skills and be committed to high standards of customer service.

This is a temporary post until 31st March 2027, working 20 hours per week, Monday to Friday with occasional requirement to work evenings.

Flexible working friendly - we offer hybrid working, a generous flexi-time scheme, and opportunity to work with your team to establish working hours to enable you to maximise your work-life balance.

About You

You will identify with our organisational values of Pride, Ownership, Working Together and Ambition.

Our Benefits

Lancaster is a great place to work, as well as being part of something special you will also benefit from:

Generous annual leave allowance Local Government Pension Scheme A range of employee benefits including discounted gym membership, cycle to work scheme, the opportunity to purchase extra time off, as well as discounts on days out, activities and retail.
Lancaster City Council has unanimously declared a climate emergency and will therefore work towards reducing carbon emissions to net-zero by 2030. As part of this role, you will be expected to participate and work towards reducing both carbon emissions and the impacts of climate change.

We are an Investor in People, Forces Friendly employer, and an Armed Forces Covenant committed organisation. We welcome applications from defence reserves and other members of our armed forces community. We are an inclusive employer and welcome applications from all parts of our community.

At Lancaster City Council we aim to have a diverse workforce that is representative of the district that we serve and provide a working environment where each employee feels able to bring their whole self to work. We welcome applications from all sections of our community and provide several supportive and inclusive workplace networks and safe spaces for employees to feel connected. Our workplace wellbeing strategy drives our commitment to staff wellbeing initiatives and ensuring that our organisation is a great place to work for all.

We are a disability confident committed employer.

Please note that due to the volume of applications we receive we are unable to update all applicants individually. If you do not receive a response from us within 2 weeks of the closing date, then your application will have unfortunately been unsuccessful in progressing to interview.

Interview date: TBC

Job Types: Part-time, Temporary
Contract length: 17 months

Pay: 30,060.00-35,235.00 per year

Expected hours: 20 per week

Schedule:

Monday to Friday
Work Location: Hybrid remote in Morecambe LA4 6AJ

Reference ID: 15_25