Complaints Officer / Regulatory and Compliance Officer

About the role

Complaints Officer / Regulatory and Compliance Officer

Permanent, Full Time

£26,635.00 to £31,335.00 per annum

Location: Chelmsford

Closing Date:

The Role:

This role will deliver case management of complaints and escalated enquiries in line with corporate and statutory complaints processes, working with all ECC services to ensure effective complaint investigation, response and recovery.

The role will collaborate with services and partners across ECC to investigate and respond to a wide range of complaints to ensure efficient and effective service recovery.

Working with a variety of stakeholders, the post will need to demonstrate consistency of practice when handling complaints.

The role will champion the customer experience and identify the root causes of ECC complaints whilst ensuring compliance with internal and external requirements. The postholder will require accuracy, rigour and political awareness.

Service/Functional Accountabilities

Undertakes a broad range of activities to ensure ECC remains compliant in relation to complaint management and delivering high standard of responses to escalated executive enquiries, corporate and statutory complaints.

Take ownership and responsibility for complaint case management including undertaking researching and responding to a wide range of complaints and executive enquiries, ensuring a high quality, timely response is issued to the customers

Prepare and quality assure complaint responses for Senior Leaders and Chief Executive to sign off.

Effective case management and workflow of complaints and enquiries in a timely and accurate manner.

Deliver customer responses/recommendations and solutions that demonstrate a high level of empathy and accuracy.

Work with services to ensure they are providing evidence-based responses and meeting set timeframes

Undertake Local Government and Social Care Ombudsman case and complaint reviews in line with corporate and statutory processes.

Identify learning opportunities to Manager improve the customer experience, processes and reduce handoffs.

Assess and determine the eligibility of representations and requests under the relevant procedures for stages 1 and 2 of complaints falling under the Children Act.

Collaborate with wider business, stakeholders and third party agencies to ensure the provision of relevant, effective and timely information in relation to regulatory and statutory cases.

Provide advice to senior management in the preparation of responses to customers/service users and guidance on the corporate and statutory complaints processes.

Supports the Statutory and Regulatory Team to ensure the successful delivery of monthly and annual targets and the implementation of projects to enhance the customer experience.

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

Skills, Knowledge and Experience

Minimum GSCE C or grade 5 in Mathematics and English required.

Demonstrates strong fact-finding skills and can work to deadlines.

Good computer literacy and comfortable using a range of modern technology to ensure quality and correctness

Good experience of working within a customer resolution environment, particularly working within sensitive information with the ability to be tactful and diplomatic.

Why Essex?

As one of the largest and most dynamic UK local authorities, Essex offers a stimulating public service environment. Covering over 1,420 square miles and serving 1.8 million residents, we’re committed to transformational change and delivering better quality at lower cost. Recognised in the top three of the latest IMPOWER index for productivity, we ensure everyone matters in Everyone's Essex. With flexible working options and a focus on innovation, whether you are looking to develop your career or contribute to the local community, Essex is the ideal place for you.

In February 2025, Greater Essex was accepted onto the Government’s devolution priority programme, which will see local authorities in Essex work towards establishing a Mayoral Combined County Authority by May 2026. You can read more about devolution and local government reorganisation (LGR)) on our careers site

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.

Once you’ve secured your role within Essex County Council you will receive many great employee benefits, including support for unpaid carers and flexible working arrangements to accommodate their needs.

At Essex County Council, we value integrity and ethical behaviour. We kindly ask that you embrace our code of conduct and the Nolan principles, including throughout the recruitment process. Your commitment to these standards helps us maintain a positive and respectful workplace for everyone.

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 https://www.gov.uk/dbs-update-service

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.

If you would like to be kept up to date on other relevant opportunities, blogs, news, events and industry related news at Essex County Council, please join The Essex Talent Community

If you have queries on this role or require anything further, please email Sandra.middleton@essex.gov.uk

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