Complaint Resolution Manager

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Complaint Resolution Manager

RNR002943

Salary: £38,223 p.a. pro rata plus benefits

20 hours per week

Fixed term contract - Until 29 May 2026

At Swindon Borough Council, our ambition is to make Swindon the best it can be. We are delivering realistic transformation programmes shaped around our communities, strengthening our services and improving the quality of life for residents. Joining us means becoming part of a supportive, forward-thinking authority where your work will make a real difference.

As the Complaints Resolution Manager, you will lead a high-quality, sensitive and effective complaint handling service across the Council. Working with services, senior leaders, partners, Members and the Ombudsman, you will ensure complaint investigations are handled professionally, transparently and in line with statutory and regulatory requirements. You will also support the wider Customer Experience agenda by championing best practice and embedding clear, consistent processes across the organisation.

Your next role

You will manage the day-to-day operation of the complaints team, ensuring complaints are assessed, allocated, monitored and responded to within required timescales. You will work directly with residents, families, carers, advocates and legal representatives, ensuring their concerns are understood, their wishes are captured, and they receive timely updates throughout the process.

Key accountabilities include:

• Allocating and quality-assuring work across the team, ensuring outputs meet agreed standards, priorities and deadlines.
• Providing consistent consultancy, advice, training and guidance to staff, Members, services and partner agencies on all aspects of comments, compliments and complaints.
• Leading, motivating and supporting team members in line with Council policies and expected behaviours.
• Managing a high volume of unplanned, often complex complaints, ensuring accurate logging, risk assessment, allocation and monitoring through to resolution.
• Preparing comprehensive written responses on behalf of the Council, including complaint outcomes, Ombudsman enquiries and case-specific reports for a range of audiences.
• Ensuring the Council meets statutory and regulatory expectations, including adherence to Service Level Agreements for acknowledging, investigating and responding to complaints.
• Analysing complaint data to identify themes, trends and root causes, providing meaningful intelligence to senior managers and contributing to service improvement.
• Working collaboratively with the Ombudsman, supporting investigations, providing detailed information and helping embed learning from formal decisions.
• Developing a Directorate-wide forum to oversee service improvements arising from complaints, audits and peer reviews, encouraging shared learning and benchmarking.
• Monitoring performance against relevant indicators and coordinating action plans to ensure services deliver continuous improvement.
• Using and promoting digital systems, management tools and technology relevant to complaint handling and service development.
• Working closely with other managers across the Council to ensure complaint-related activity supports broader service and corporate objectives.

Other key features of the role

• Interpreting and analysing strategic information to set objectives, track performance and influence service development.
• Providing clear leadership, direction and a motivational environment for your team.
• Working collaboratively and influencing across functions to improve standards and outcomes for residents.
• Managing ambiguity and working confidently in a fast-paced local government environment, making sound decisions and maintaining flexibility when challenges arise.

You must be fluent in English (Part 7 of the Immigration Act) due to the customer-facing nature of this role.

Your next package

Please see our Rewards and Benefits offer for more details.

As an employee, you will receive a diverse and exciting environment in which to work, encouraging creativity and innovation whilst recognising the need to support ongoing personal development and a flexible work life balance.

For Swindon to thrive in the future, we need to lay the foundations now. It's why our regeneration and transformation programmes are already underway. So, you'll be joining us at an exciting time on our journey. We'll look to you to share your knowledge, influence decisions and drive real, positive change. With your contributions, we'll achieve our vision of a prosperous, re-vitalised Swindon together. And you'll be proud to say it was made better with you.

Please see our Vision and Values page for more details.

Please see our new Swindon Plan

Your next steps

Please read the role profile, which is available in the documents section to the righthand side of the page. To submit an application for this role, select Quick Apply.

As an inclusive employer, we welcome applications from a diverse range of communities, and in particular disabled people and people from ethnic minorities. Read our statement of commitment to equality & inclusion

For further information about the role, please contact: Christine Power, Strategic Customer & Operations Planning Manager on cpower@swindon.gov.uk.

If you experience any technical issues submitting your application, please email resourcing@swindon.gov.uk.

Closing date: 16 December 2025

Interview date: 18 December 2025