Regulatory and Compliance Officer

An opportunity has arisen to join our Compliance and Complaints Team, a customer-focused team responsible for handling statutory, corporate and Ombudsman complaints. Our casework is often high-profile and includes working with members and senior leaders across the council. This is an opportunity to be part of a fast-paced, high-performing team managing varied and challenging work, at an important time as we continue to strengthen complaint handling through adoption of the Ombudsman Code. We are committed to ensuring residents and service users receive fair, professional and empathetic complaint handling, focused on achieving appropriate resolution wherever possible. We work in an environment of continuous learning and change, using complaints and customer feedback to identify themes, drive service improvement and make a positive difference for Essex residents. About the Role As a Complaints Officer, you will manage a varied and complex caseload of complaints from residents and service users across Essex. You will investigate complaints, gather information from relevant directorates, write high-quality responses, and negotiate appropriate outcomes and remedies, ensuring cases are handled professionally and within statutory and corporate timescales. You will also identify learning from complaints, analyse themes and root causes, and help inform service improvements across the organisation. You will be responsible for a broad range of casework, including corporate, statutory Adults', statutory Children's and Ombudsman complaints, as well as complex enquiries across all areas of the council. This is a demanding, fast-paced and high-pressure role with a high caseload and frequently changing priorities. Some cases are sensitive, emotive and high-profile. You will need to be resilient, adaptable and organised, able to work effectively in a changing environment and at pace, while maintaining accuracy, empathy and sound professional judgement. Knowledge or experience of social care, SEND education or highways would be beneficial. Responsibilities will include:

• Undertake a broad range of activities to ensure ECC remains compliant in complaint management and delivers a high standard of responses to executive enquiries, corporate complaints, statutory complaints and Ombudsman complaints.
• Assess customer communications, identify eligibility for the complaints process and determine the most appropriate route for each case.
• Work with colleagues across ECC to ensure complaints are responded to within relevant timescales and in line with complaint policy and procedure.
• Take ownership of complaint case management, including investigating, researching and responding to a wide range of complaints.
• Record, monitor and report on the progress of complaints and compliance with statutory and corporate procedures as required.
• Maintain accurate records to support compliance with statutory and corporate duties.
• Write high-quality complaint responses for manager, senior leader and Chief Executive sign-off, and build effective working relationships quickly with colleagues across directorates to support well-informed outcomes and remedies.
• Identify learning from complaints through root cause analysis and thematic review.
• Communicate with residents and service users by telephone and in writing to gather information, provide updates and respond to complaints with professionalism and empathy.
• Support the Compliance and Complaints Team to deliver monthly and annual targets, and improvement activity that enhances customer experience and complaint handling.
  
  Education to A-level standard, including GCSE English and Maths at Grade C or above, or equivalent experience.
• Experience of working in a customer resolution or complaint handling environment, including handling sensitive information with tact and diplomacy.
• Excellent written and verbal communication skills, with the ability to understand, investigate and respond to complaints clearly, professionally and with empathy.
• Strong organisational skills, with the ability to prioritise work, use initiative, meet tight deadlines and remain self-motivated.
• Proven ability to manage a high caseload and work effectively under pressure while maintaining accuracy, professionalism and sound judgement.
• Emotional resilience to support residents and service users through the complaints process, including in difficult and sensitive circumstances, while working at pace.
• Knowledge and experience of complaint handling in a local government or health setting, particularly within corporate, Ombudsman and/or statutory complaints processes.
• Experience of dealing with people who are dissatisfied or unhappy, and managing those situations calmly and professionally.
• A sound understanding of confidentiality and data protection.
• The ability to identify possible safeguarding concerns and escalate information to the appropriate service where needed.
• The ability to work effectively in a fast-paced environment shaped by change and continuous improvement.
• Experience of analysing information and data, and using technology such as CRM systems and Microsoft Office.