Compliance and Complaints Team Leader - Working for Essex
Salary: Up to £37,232 per annum
Closing date: 29 Jan 2023
Location: Chelmsford
Hours: Full-time
Req ID: 10386
Role: Customer Services
About the role

Compliance and Complaints Team Leader

Permanent, Full Time

Up to £37,232 per annum

Location: Chelmsford

Working Style: Anywhere worker

Closing Date: 29th January 2023

The Customer Services function at Essex Council has an ambitions transformation program centred on improving the customer experience, using continuous improvement methodology and principles.

The Complaints and Compliance team deal with complaints, compliance, compliments, and complex enquiries across the council and are passionate about supporting service areas to use learning from customer feedback and complaints to identify actions which make a difference.

In this role you will be working as part of a small management team consisting of two team leads and a team manager who manage and lead a team of 9 officers.

The Opportunity

You will lead on managing the statutory Adult and Children’s Social Care complaints process and will co-ordinate Council wide responses to the national Local Government and Social Care Ombudsman (LGSCO).

You will work with a wide range of stakeholders championing the customer experience, analysing the root causes of complaints and findings to make a difference to future service delivery using continuous improvement methodology.

You will ensure compliance to statutory requirements and both internal and external processes for complaints handling across ECC. This will require operating in a political environment, using tact and sensitivity with internal and external stakeholders.

Job Accountabilities

· Working as part of a management team to maintain the high standard of responses to statutory complaints; collaborating with stakeholders to ensure provision of accurate and timely information, listening to and acting on feedback from customers and the senior management team to continually improve the quality of all complaints resolutions.

· Responsible for researching and responding to statutory and complex complaints; checking the quality of the correspondence the team produces prior to issue to customers or for CEO/Senior Leader approval.

· Responsible for providing advice and guidance to Senior Leaders, in the preparation of responses to customers/service users. Investigate and prepare comprehensive case responses in line with corporate process.

· Undertake independent in depth case and complaint reviews in line with statutory processes. Identify learning opportunities to improve the customer experience, processes and reduce handoffs.

· Responsible for appointing Independent Investigating Officers, Review Panellists and Independent Persons; ensuring that there is no conflict of interest between parties.

· Act as a designated ‘Link Officer’ for the Local Government and Social Care Ombudsman (LGSCO) for any complaints, enquiries or interviews in line with LGSCO requirements.

· Prepare and deliver high quality communications identifying learning outcomes and agreeing resolutions recommendations with Senior Leaders/service areas.

· Prepare and deliver workshops and activities to collaboratively explore themes and learning from customer feedback and the root causes of complaints and complex enquiries to support service areas across ECC to identify changes they can make to reduce further similar issues.

· Responsibility for preparing advice for Senior Leaders on issues relating to statutory processes and policies, case outcomes, implications and risks.

· Acting on customer insight, including agreeing recommendations with relevant service areas/Senior Leaders to improve the quality of all complaint resolutions and service provision.

· Effective collaboration with wider business/stakeholders to ensure the provision of relevant, effective and timely information in relation to regulatory and statutory cases.

· Provide detailed commentary for reports and/or provide data and analysis for service areas and partners on complaints performance.

· Line management of circa. 4 Regulatory and Compliance Officers

· Supports Manager by providing direction for the team with the ability to focus on results and assists in developing a strong performance culture and a motivated team from diverse backgrounds to achieve local and statutory objectives.

· Specific individual and shared targets and objectives are defined annually within the performance management framework.

The Experience you will bring

· Educated to a good standard including a minimum in English and Maths at Grade ‘C’ or above or equivalent by experience, for example in the preparing and writing of formal responses and reports.

· Evidence of continuing professional development; knowledge in a political or regulated environment and Local Government experience is desirable, but experience in managing conflict in any sector is relevant.

· Experience of working within a customer resolution environment; knowledge of statutory adult and children social care complaints and the coordination of Ombudsman investigations would be an advantage, although experience of handling regulatory issues in any field is relevant.

· Excellent communication skills both oral and written communications to understand and resolve complaints demonstrating empathy and an understanding of the customer and ability to adapt to different audiences.

· Proven experience of working effectively with internal and external partners, the community, and senior leaders. Evidence of understanding and responding to differing viewpoints from a cross organisational perspective.

· Excellent interpersonal and organisational skills, with the ability to work to tight statutory deadlines and targets under pressure, prioritising own and team’s workload.

· Experience of line management and mentoring staff.

· A good understanding of the principles of safeguarding, consent to share information and GDPR.

· Excellent ICT skills and good working knowledge of Microsoft applications (Word and Excel) is essential. Knowledge of customer relationship management systems (such as Aptean Respond/Microsoft Dynamics) is desirable.

To read more about us please visit: Climate, Environment and Customer Services

Why Essex? Essex County Council has a location to be proud of. Our 1,300 square miles stretch from Constable Country to the Thames Estuary, from the dynamic M11 corridor to the traditional seaside resorts of Clacton and Walton. England’s oldest town, Colchester, and two of its newest – Basildon and Harlow – are right here. Along with the City of Chelmsford, the county town, they form our major population centres. It means real choice and makes Essex the ideal place for your career. Read more about us here.

Essex County Council is proud to be a Disability Confident Leader. We’re committed to interview all disabled applicants who choose to apply under our Job Interview Scheme if they meet the minimum requirements of the job. Please speak to our Recruiters if you require any reasonable adjustments during the process.

We’re also committed to interview all veterans and care leavers, who meet the minimum requirements of the role for which they are applying.

What you should do next

If you are interested in finding out more about this role, we would love to hear from you. Please apply via the Working for Essex website.

As part of employment with Essex County Council (ECC) should your role require a DBS check you will be required to register with the DBS update service. The DBS update service ensures all registered DBS certificates are kept up to date and allows authorised parties to view the status of your certificate. This is an annual subscription, and you will be responsible for ensuring this is maintained. For further information on the DBS update service please go to

Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all employees and volunteers to share this commitment.

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If you have queries on this role or require anything further, please email

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