Performance and Complaints Manager

We are looking for some support in managing our organisational development team, providing capacity during the LGR transition, helping CMT officers with Stage 2 complaint investigations, and supporting Council-wide performance management,

This is an interesting and fulfilling role, working closely with senior officers, understanding the challenges and opportunities Local Government Reorganisation brings, and working directly with Councillors and experienced officers to ensure that residents understand how Surrey Heath is performing.

You will be managing a small team and reporting into the Director of Transformation. This is an excellent development opportunity for someone interested in becoming a line manager and able to manage and analyse complex information.

Are you someone who enjoys getting to the heart of an investigation?

Are you interested in Performance management and organisational development?

Would you like to work within a small and friendly team at the heart of the LGR transition for Surrey Heath?, You will be a person who enjoys investigating issues and understanding why they have arisen. You will be customer and resolution focussed, able to balance the needs of residents against the needs of an individual.

You will be able to understand and articulate the Council's position clearly and question senior officers, giving advice and challenging when needed. You will be a confident communicator comfortable with speaking to people in a wide variety of circumstances, sometimes supporting people who are distressed and need additional support. You will be empathic, fair and able to develop a final decision on complex complaints together with recommendations on lessons learned.

Flexible working is very much an opportunity for this role with hours up to a maximum of 27.

From April 2027, Surrey Heath Borough Council will become part of the new West Surrey unitary council, as part of a major local government reorganisation across Surrey. This change will see the current twelve councils replaced by two new authorities: East Surrey and West Surrey. West Surrey will cover the areas currently served by Guildford, Waverley, Runnymede, Spelthorne, Surrey Heath and Woking.

While the exact shape of the new West Surrey Council beyond 2027 is still being developed, joining us now means becoming part of an organisation where collaboration thrives and where your contribution will directly influence one of the most significant local government transformations in decades. You'll gain valuable experience, play an active role in shaping the future of public services across West Surrey, and work within a team committed to professionalism and delivering outstanding outcomes for our communities.

Together, we will ensure a smooth transition and continue to deliver exceptional services for residents both now and into the future. When the new councils are created in April 2027, most staff will transfer to the new council on their current terms and conditions. Being part of a larger organisation may offer additional opportunities for career development and variety.