We're recruiting a Senior Feedback & Resolutions Officer to manage complex complaints, feedback, and statutory enquiries, ensuring high-quality responses and timely resolution.

You'll take the lead on Stage 2 complaint reviews, FOI internal reviews, and Ombudsman enquiries, acting as a key point of expertise and supporting service improvement through learning and insight.

Key responsibilities include:

• Managing and reviewing complex complaints and feedback cases

• Handling FOI, EIR and Ombudsman enquiries

• Providing expert advice and guidance to colleagues

• Producing clear, high-quality written responses and reports

• Monitoring performance, trends, and quality standards

About you:

• Strong experience in complaints or feedback management

• Excellent written and verbal communication skills

• Confident working independently with complex casework

• Good knowledge of customer care principles and statutory processes

• Comfortable using case management and IT systems

If you're detail-focused, confident handling sensitive issues, and motivated by improving service quality, this is an excellent opportunity.