Complaints Officer (Operations)

About the role

We are seeking a proactive Complaints Officer to join the Operations team of a new waste and recycling collection service in Braintree. The role focuses on handling Stage 1 operational complaints, ensuring timely and accurate responses while supporting continuous service improvement.

Key responsibilities

• Investigate and respond to Stage 1 operations complaints within agreed timescales.
• Collaborate with the Waste Team, Waste Minimisation & Sustainability Team and operational managers to gather information and resolve issues.
• Ensure all responses comply with council policies, procedures and best practice.
• Promote a positive complaints‑handling culture by delivering guidance and refresher training.
• Maintain up‑to‑date records of complaints and supporting documentation in the complaints database.
• Provide general administrative support to the Operations team.
• Coordinate appropriate assistance for vulnerable customers and those with additional needs.
• Monitor customer satisfaction, analyse trends and recommend service improvements.
• Develop a thorough understanding of the waste and recycling collection systems and document management processes.

Required profile

• Strong investigative, analytical and problem‑solving abilities.
• Ability to assess compliance with policies and procedures.
• Excellent written and verbal communication skills.
• Proficiency with Microsoft Office applications (Word, Excel, Outlook).

Required skills

• Microsoft Word
• Microsoft Excel
• Microsoft Outlook

What we offer

• Competitive hourly rate: £17.62 PAYE or £22.59 Umbrella.
• Temporary six‑month contract, full‑time (37 hours/week).
• Office‑based role, five days a week on‑site in Braintree.