Job Description:

Complaints Officer (Operations) – Braintree District Council
£17.62 PAYE / £22.59 Umbrella per hour
Braintree, Essex
Full-time, Temporary
37 Hours per Week
6 Months Contract

Closing Date: Monday 27th July 2026

We are delighted to be advertising the role of Complaints Coordinator on behalf of Braintree District Council.
Due to the nature of this role, the successful candidate will be required to work on-site, 5 days per week.

The Opportunity:

The postholder will lead the management of complaints within Operations as part of the new waste and recycling collection service.

Role Accountabilities:

• Investigate and respond to Stage 1 Operations complaints and resolve them at the earliest opportunity and within the required timescale. To acquire relevant and accurate information internally to respond to residents and ensure that all issues raised by the complainant are addressed with reference to any relevant policies and good practice where appropriate.
• Proactively work with the Waste Team, Waste Minimisation and Sustainability team, and all Mangers to ensure that relevant and accurate information is collated to support complaint responses.
• Promote a positive complaint handling culture across Operations, raising awareness of all relevant policies and providing refresher complaints management training to teams as and when appropriate.
• Provide administrative support to Operations where required.
• Record all complaints received on a complaints database, together with all relevant documentation.
• Provide and coordinate reasonable assistance to customers who are vulnerable and who may have support needs.
• Monitor and analyse customer satisfaction across the service, making recommendations for service improvements and developing guidance notes and training for staff to minimise reoccurring complaints.
• Develop a thorough working knowledge of the systems used within Operations for waste and recycling collections and document storage.

The Experience You Will Bring:

• Experience of providing services and assistance to a diverse customer group of customers, including vulnerable people, using different channels, including email and telephone, in a busy customer-facing environment.
• Working knowledge of Microsoft Office packages (Word, Excel, Outlook).
• Experience of complaint handling.
• Experience of delivering services to customers.
• Information gathering and analysis skills to understand whether policy and process has been followed correctly.

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 Working for Essex website.