Complaints Officer
East Sussex County CouncilLewes, East Sussex, United Kingdom, South East
Overview
This is a local council role with East Sussex County Council based in Lewes, East Sussex, United Kingdom. GovJobs has indexed this vacancy from its official source — use the apply button to view the full advert and apply directly.
Job description
Are you a calm problem solver who can manage a busy case load with competing priorities? If you're passionate about getting the best outcome for your customer, then we would love to hear from you.
We are recruiting to the role of Complaints Officer in our Customer Relations Team within Children's Services. We manage complaints for Children’s Services. This role has a focus on Education. This important role enables us to deliver our statutory and local complaints processes. We ensure complaints and feedback are properly recorded, investigated and responded to.
You will manage a complaint from start to finish. This involves reviewing relevant records and speaking to staff. Our focus is on resolution at any stage of the process. You will manage complaints which have been escalated. You will also be responsible for coordinating responses to elected members.
Our comprehensive complaints policies and procedures will help you to provide fair, transparent and helpful information to customers. Having writing skills is essential. An important part of the complaints processes is identifying learning from complaints when we have got something wrong. You will also look at what we can do to put things right.
If you have any questions about the building accessibility for the building this role is based in, please contact the hiring manager.
This role would suit an applicant who has previous complaints and or experience working for a public or regulated body.
- Have strong writing skills
- Can communicate with the public and colleagues, including senior managers
- Can be sensitive and robust in their approach
- Have a creative approach to resolving complaints, working within our policies and processes
- Are committed to learning from complaints
We warmly welcome applications from all sections of the community. We particularly encourage those from groups that are underrepresented in our current workforce:
- People under 30 years of age
- People from Black and ethnic minority backgrounds
We are working towards recruiting a workforce that reflects our community, because we recognise the value of diverse perspective and experiences.
Please download the Job Description and Person Specification for more information.
To apply for this role, please follow the ‘Apply Now’ button above and upload your CV and a supporting statement. We will be using your supporting statement to shortlist so please be sure to address how you meet all the criteria in the person specification, drawing on any relevant work/life experience, education, or personal interests. We look forward to hearing from you.
For guidance on how to write an application see our how to apply page and our statement on the use of AI.
Interviews will take place in person at County Hall, Lewes. A review of a case study will form part of the selection process.
Candidates who meet certain criteria are given priority when we shortlist. See our priority status page for details.
This is a challenging and rewarding role that will allow you to have a real impact on our service users' customer experience. We are a friendly and supportive team with high standards. We have a hybrid working pattern, working in County Hall on some days and at home on others. As the role is part time, the salary advertised is pro-rata. We would consider applicants working hours over four days or five days.
We offer a diverse range of benefits to help and support you during your employment. More information can be found on our benefits page.
For an informal discussion about this opportunity contact Polly Walsh, Customer Relations and Information Governance Manager at Polly.Walsh@eastsussex.gov.uk to request a MS teams call or phone call.
For a team that supports you, choose East Sussex!
Your starting salary will be pro rata if the above position is part-time or term-time only.
If you require sponsorship to work in the UK please let the hiring manager know this in your application so we can check eligibility for sponsorship for the role. For further information please go to Work in the UK - GOV.UK (www.gov.uk).
If you require any reasonable adjustments, due to disability, to enable you to participate fully in the process please contact the hiring manager on the contact details above.
How this role compares
There are 3,980 council roles open across the UK on GovJobs right now, 370 of them in South East.
East Sussex County Council has 94 other vacancies open on GovJobs, with a breakdown of what they pay and the kinds of roles they recruit for.
These figures are calculated from the vacancies GovJobs currently holds, not from official pay statistics. They are a guide to the market, not a valuation of this post.
How to apply
GovJobs does not take applications or send your details to the employer. Use the apply button to open the official East Sussex Council advert, then check the employer's instructions, attachments, person specification and closing time before applying.
This listing was last checked on 21 Oct 2026, 04:35. If the official advert has changed or closed, report it and we will review the listing.
Why this listing is on GovJobs
GovJobs indexes public-sector vacancies from official sources, normalises the title, employer, location, salary and deadline, and links back to the source so you can verify the advert yourself.
The source for this role is East Sussex Council. Applications stay on the official employer or source website, not on GovJobs.