Corporate Complaints and MP Enquiries Administrator

Location: King's Lynn and West Norfolk Borough Council

Hours: 37 hours per week, Monday to Friday
Working Pattern: 8:30am to 4:30pm
Location: Hybrid working, with 2 days per week office-based
Pay Rate: £25.00 - £30.00 per hour, depending on experience
Contract: Temporary assignment start immediately for 3 months

Purpose of the Role

To manage the Council's corporate complaints and Member of Parliament (MP) enquiries processes from receipt through to resolution, ensuring responses are coordinated, timely, and compliant with relevant legislation, policies, and best practice. The postholder will also support the implementation and embedding of the Council's revised complaints policy, procedures, and complaints management system.

Key Responsibilities

• Manage corporate complaints and MP enquiries from receipt through to resolution, ensuring cases are logged, monitored, coordinated, and responded to within agreed timescales.
• Act as the central point of contact for complainants, MPs, elected representatives, officers, and managers regarding complaints and enquiries.
• Monitor complaint handling performance and provide regular updates to managers on outstanding cases and compliance.
• Ensure complaints are handled in accordance with the Council's Corporate Complaints Policy, relevant legislation, and the Local Government and Social Care Ombudsman Complaint Handling Code.
• Provide advice and guidance to officers and managers on complaint handling requirements and investigations.
• Maintain accurate records within the complaints management system, ensuring data quality and integrity.
• Produce reports, statistics, and management information relating to complaints and MP enquiries.
• Liaise with the Local Government and Social Care Ombudsman as required.

Essential Knowledge and Experience

• Experience of administering complaints within a local government, public sector, or similar customer-focused environment.
• Experience of maintaining accurate records and using case management systems.
• Strong customer service skills with the ability to handle sensitive issues professionally and diplomatically.
• Strong organisational skills with excellent attention to detail.
• Ability to manage competing priorities and meet deadlines.
• Proficient in Microsoft Office applications, including Word, Excel, Outlook, and case management systems.

• Previous experience working within local government desirable.

All offers of employment will be subject to satisfactory pre-employment screening, including right-to-work checks and references. Due to the nature of the role, an appropriate level of criminal record check may also be required.