Complaints Officer

As London’s first Borough of Culture and MJ Council of the Year, we are a Council bursting with culture, innovation, energy, and opportunity. Waltham Forest is a fiercely ambitious Borough working with our customers to set out what, together, we want Waltham Forest to be by 2030; how that relates to an ever-changing world, and what that means for the services and infrastructure that we need to provide.  

Our Borough is an exciting place to live, work and visit. Community and fellowship are at the heart of our Council. If you share our values and want to work in an environment that is trailblazing and collaborative, that has a strong track record of providing a variety of career pathways to support professional development, this is an exciting opportunity you should not miss. If you too, are ambitious and committed to delivering an excellent customer experience in a fast-paced vibrant and diverse Council, this is the role for you. 

You must be highly organised and able to prioritise a constantly evolving workload, whilst continuing to deliver to tight deadlines. You need to be adaptable and resilient to change, approach queries and challenges in a dynamic and solution focused way and be able to apply your skills to provide a range of support to varying service areas. 

This role involves working with Senior Management across the organisation to respond to stage 2 complaints and ombudsman enquiries. Working  with key stakeholders, including members.  The ideal candidate will be flexible, open to learning a range of different things, and excited to take on new opportunities across several areas.  

Waltham Forest is committed to customer experience and this role ensures all processes are designed for the best delivery we can provide and helps to maintain the strong financial position we have achieved. We are working to create a Council that is resident-focused, insight-led, digitally driven, and commercially minded; a Council that can meet the needs of all; including employees, our residents, future residents, visitors, and businesses.