Job Details

Client: London Borough of Lambeth
Service Area: Corporate Resources / Corporate Complaints

Hours: 35 hours per week

Working Pattern:
Hybrid working
2 days in the office

Start Date: 27 July 2026
Duration: 12 weeks

Number of Roles: 3

Location

Office Base:
6 Brixton Hill
London
Lambeth
SW2 1RW

Pay

PAYE Rate: £24.62 per hour

Job Overview

London Borough of Lambeth is seeking 3 Corporate Complaints Officers to support the Corporate Complaints service.

The role will involve delivering a customer-focused dispute resolution service by investigating complaints, preparing high-quality written responses, responding to FOI requests, supporting Members' Enquiries and handling enquiries from the Local Government Ombudsman and Independent Housing Ombudsman.

The successful candidates will need strong complaint investigation experience, excellent written communication skills, good customer service, confidence handling confidential information and the ability to deliver accurate work in a pressurised environment.

Important – Please Read Carefully

This role requires proven experience in complaint investigation, FOI responses, dispute resolution and customer service.

Candidates must be confident investigating complaints, presenting complex information clearly, drafting professional written responses and working to deadlines.

Experience with Local Government Ombudsman, Independent Housing Ombudsman, Members' Enquiries or public sector complaints would be highly desirable.

Candidates without complaint investigation, FOI, dispute resolution or high-quality written response experience are unlikely to be considered.

Key Responsibilities

Investigate complaints in line with the Council's Corporate Complaints Policy
Prepare timely and high-quality complaint responses
Present complex information in a clear and accessible way
Respond to FOI requests and information requests
Take a lead role in responding to Local Government Ombudsman enquiries
Take a lead role in responding to Independent Housing Ombudsman enquiries
Monitor implementation of decisions or recommendations from complaints
Monitor implementation of Ombudsman decisions or recommendations
Support the effective application of complaints policies
Support Members' Enquiries processes
Support information request policies and procedures
Provide advice and guidance to internal colleagues on complaint handling
Support the Corporate Complaints Manager and Senior Complaints Officers
Contribute to development and implementation of relevant policies
Identify service improvements arising from complaints and Ombudsman cases
Work with service managers to oversee implementation of improvements
Help devise action plans and monitoring frameworks
Act as a point of contact for complaint and information request procedure queries
Build professional relationships with internal departments and external agencies
Support project work linked to service improvement
Update IT systems and maintain accurate records
Handle confidential information sensitively
Keep up to date with legislation, case law, best practice and Council procedures
Promote diversity, equality and good community relations

Essential Experience & Skills

Experience investigating complaints
Experience responding to FOIs or information requests
Understanding of dispute resolution processes
Strong customer service skills
Experience producing high-quality written responses
Experience handling confidential information sensitively
Excellent written communication skills
Excellent verbal communication skills
Strong attention to detail and accuracy
Good spelling and grammar
Ability to present complex information clearly
Ability to work in a pressurised environment
Ability to manage competing deadlines
Fully proficient working knowledge of Windows and Microsoft packages
Confident using Word, Excel, email and internet systems
Knowledge and understanding of relevant central and local government policy and processes
Ability to work with internal colleagues, external agencies and stakeholders
Ability to identify service improvements from complaints
Ability to maintain accurate records and update IT systems
Professional, fair and customer-focused approach

Qualifications

Essential:
Educated to A Level standard or equivalent, including English Language and Mathematics.

Desirable

Local authority complaints experience
Corporate complaints experience
Experience handling Members' Enquiries
Local Government Ombudsman complaint experience
Independent Housing Ombudsman complaint experience
Experience working in a central complaints team
Experience drafting policy, guidance or procedural advice
Experience delivering training or presentations on complaints processes
Experience working with service managers to implement complaint learning or action plans

Additional Information

The role is required to start as soon as possible.

Interview will be held online.