Complaints Team Leader South London Hybrid Working An exciting opportunity has arisen for an experienced Complaints Team Leader to join a respected housing organisation in South London. This role will lead a busy complaints function, managing a team responsible for investigating and resolving complex resident complaints, ensuring compliance with the Housing Ombudsman Complaint Handling Code, and driving service improvement across the organisation. Key responsibilities include: Managing and developing a team of Complaints Officers Overseeing complex and escalated Stage 2 complaints Leading engagement with the Housing Ombudsman Monitoring team performance, KPIs, and complaint handling quality Driving lessons learned and continuous service improvement Supporting operational teams to resolve complaints effectively and improve customer outcomes The successful candidate will have: Previous experience leading within a housing complaints environment Strong knowledge of complaint handling and regulatory standards Excellent communication, investigation, and stakeholder management skills Experience managing high-volume caseloads and improving team performance A proactive, resilient, and customer-focused approach This is a fantastic opportunity for a strong people manager who is passionate about customer service, accountability, and delivering positive outcomes for residents. Immediate start is available, To be considered for a virtual interview as early as next week, Please apply now, or reach out directly to Colby Robinson for further information.
May 22, 2026
Seasonal
Complaints Team Leader South London Hybrid Working An exciting opportunity has arisen for an experienced Complaints Team Leader to join a respected housing organisation in South London. This role will lead a busy complaints function, managing a team responsible for investigating and resolving complex resident complaints, ensuring compliance with the Housing Ombudsman Complaint Handling Code, and driving service improvement across the organisation. Key responsibilities include: Managing and developing a team of Complaints Officers Overseeing complex and escalated Stage 2 complaints Leading engagement with the Housing Ombudsman Monitoring team performance, KPIs, and complaint handling quality Driving lessons learned and continuous service improvement Supporting operational teams to resolve complaints effectively and improve customer outcomes The successful candidate will have: Previous experience leading within a housing complaints environment Strong knowledge of complaint handling and regulatory standards Excellent communication, investigation, and stakeholder management skills Experience managing high-volume caseloads and improving team performance A proactive, resilient, and customer-focused approach This is a fantastic opportunity for a strong people manager who is passionate about customer service, accountability, and delivering positive outcomes for residents. Immediate start is available, To be considered for a virtual interview as early as next week, Please apply now, or reach out directly to Colby Robinson for further information.
Service Director Customer Services About Plymouth Plymouth is Britain's Ocean City - ambitious, forward-looking and proud of its identity. With significant investment, growth and regeneration underway, the city is evolving rapidly. We are focused on delivering high-quality public services, improving outcomes for residents and creating a sustainable, inclusive future. The Role This is a pivotal leadership role with a clear and uncompromising focus on customer service. As Service Director for Customer Services, you will define, lead and embed a Council-wide approach to customer service excellence. This is not simply about overseeing services, it is about owning and delivering the Council's Customer Service Strategy, redesigning services around the customer, and building the capability, leadership and training needed to deliver it consistently across the organisation. You will lead a broad portfolio including the contact centre, customer experience, complaints, business support and city-wide customer access through our 'front doors'. You will ensure services are simple, inclusive and effective, balancing digitally enabled delivery with high-quality human interaction where it matters most. Reporting to the Chief Operating Officer, you will operate as a key member of the senior leadership team, working closely with elected members, partners and stakeholders to drive a step-change in customer experience across the organisation. The Opportunity This is a role with real scale and impact. You will: Define and deliver a clear Customer Service Strategy, setting the standard for what good looks like across the Council Act as the organisation's customer services lead, shaping direction and holding services to account for delivery Embed a strong, consistent customer-focused culture across all front-line services Establish and lead a customer service training and development approach, building capability and confidence across the organisation Drive service redesign using data and insight to improve experience and reduce avoidable demand Ensure services are digitally enabled and accessible, while remaining inclusive for those who need additional support Oversee key enabling services including contact centre, complaints and business support, ensuring high performance and value for money This is an opportunity to define how customer service is delivered across the Council, lead cultural and organisational change, and position Plymouth as a high-performing, customer-focused authority. What We're Looking For We are looking for a strategic customer services leader who can operate effectively at Chief Officer level. You will bring: A strong track record of defining and delivering customer service strategy at scale Significant experience of leading customer service or customer experience functions, with a clear focus on outcomes The ability to embed a customer-focused culture across complex organisations through leadership and influence Experience of building organisational capability, including designing and delivering customer service training and development A strong understanding of how data, insight and digital approaches can improve customer experience Political awareness and experience of working with elected members and senior stakeholders A focus on performance, outcomes and continuous improvement You will be a visible and credible leader, able to set direction, build capability and deliver measurable improvement at pace. Why Join Us Plymouth City Council is committed to delivering better outcomes for our residents and communities. This role offers the opportunity to redefine how we serve our customers, lead significant cultural change and make a lasting impact on the experience of every resident who interacts with the Council. The expectation is that the role will be office-based for 3 to 4 days per week to support collaboration and visibility, with flexibility around how the remaining time is worked. As a flexible employer, we are open to discussing working arrangements to balance service needs with individual circumstances. If you have any queries, please contact Please note the current role profile is undergoing a grading review and cannot be published at this stage, but the draft version can be provided on request via the email address above. Closing date: 28 May Assessment Centre: 11 June Final interview: 17 June
May 19, 2026
Full time
Service Director Customer Services About Plymouth Plymouth is Britain's Ocean City - ambitious, forward-looking and proud of its identity. With significant investment, growth and regeneration underway, the city is evolving rapidly. We are focused on delivering high-quality public services, improving outcomes for residents and creating a sustainable, inclusive future. The Role This is a pivotal leadership role with a clear and uncompromising focus on customer service. As Service Director for Customer Services, you will define, lead and embed a Council-wide approach to customer service excellence. This is not simply about overseeing services, it is about owning and delivering the Council's Customer Service Strategy, redesigning services around the customer, and building the capability, leadership and training needed to deliver it consistently across the organisation. You will lead a broad portfolio including the contact centre, customer experience, complaints, business support and city-wide customer access through our 'front doors'. You will ensure services are simple, inclusive and effective, balancing digitally enabled delivery with high-quality human interaction where it matters most. Reporting to the Chief Operating Officer, you will operate as a key member of the senior leadership team, working closely with elected members, partners and stakeholders to drive a step-change in customer experience across the organisation. The Opportunity This is a role with real scale and impact. You will: Define and deliver a clear Customer Service Strategy, setting the standard for what good looks like across the Council Act as the organisation's customer services lead, shaping direction and holding services to account for delivery Embed a strong, consistent customer-focused culture across all front-line services Establish and lead a customer service training and development approach, building capability and confidence across the organisation Drive service redesign using data and insight to improve experience and reduce avoidable demand Ensure services are digitally enabled and accessible, while remaining inclusive for those who need additional support Oversee key enabling services including contact centre, complaints and business support, ensuring high performance and value for money This is an opportunity to define how customer service is delivered across the Council, lead cultural and organisational change, and position Plymouth as a high-performing, customer-focused authority. What We're Looking For We are looking for a strategic customer services leader who can operate effectively at Chief Officer level. You will bring: A strong track record of defining and delivering customer service strategy at scale Significant experience of leading customer service or customer experience functions, with a clear focus on outcomes The ability to embed a customer-focused culture across complex organisations through leadership and influence Experience of building organisational capability, including designing and delivering customer service training and development A strong understanding of how data, insight and digital approaches can improve customer experience Political awareness and experience of working with elected members and senior stakeholders A focus on performance, outcomes and continuous improvement You will be a visible and credible leader, able to set direction, build capability and deliver measurable improvement at pace. Why Join Us Plymouth City Council is committed to delivering better outcomes for our residents and communities. This role offers the opportunity to redefine how we serve our customers, lead significant cultural change and make a lasting impact on the experience of every resident who interacts with the Council. The expectation is that the role will be office-based for 3 to 4 days per week to support collaboration and visibility, with flexibility around how the remaining time is worked. As a flexible employer, we are open to discussing working arrangements to balance service needs with individual circumstances. If you have any queries, please contact Please note the current role profile is undergoing a grading review and cannot be published at this stage, but the draft version can be provided on request via the email address above. Closing date: 28 May Assessment Centre: 11 June Final interview: 17 June
Head of Income and Tenancy Sustainment Maidenhead - with Flexible Working Interim Contract - Initial Duration 3 months, Immediate Start About A well-established registered provider with a clear social purpose, this organisation delivers housing and resident services across a diverse portfolio of tenures. With a strong commitment to financial inclusion and tenancy sustainment, it invests meaningfully in the wellbeing of its residents, not just their rent accounts. The income and welfare functions sit at the heart of how the organisation balances commercial resilience with genuine resident support. This role sits within the Resident Services and Community department, reporting to the Assistant Director of Housing and Resident Engagement. It leads two specialist teams covering income recovery and welfare and benefits, with indirect responsibility for around ten officer-level posts. It's a senior operational leadership position with real strategic weight, and the expectation to deputise at senior management level. The Role You'll take ownership of income collection worth circa £53m per annum, shaping the strategy, performance culture, and day-to-day delivery of both the income and welfare and benefits services. This is a role where commercial accountability and resident outcomes are genuinely intertwined. Lead the development and implementation of the Income Collection and Financial Inclusion strategies, setting targets and annual action plans Drive performance across current and former debt, service charges, recharges, and utility accounts across all tenures Oversee the Resident Support Fund (circa £150k), ensuring fair, ethical prioritisation and demonstrable value for money Monitor and report on strategic progress to the Senior Leadership Team and Board Manage the external debt collection agency contract and oversee former tenant arrears recovery Lead on complex cases, Stage 2 complaints, and regulatory and legislative compliance Collaborate across asset management, finance, lettings, and a wide range of external partners including DWP, local authorities, and specialist support services About You You're an experienced income management professional who understands that sustainable tenancies and strong collection rates aren't in conflict, they're the same goal. Proven track record in operational income management within social housing or a closely related sector Experience leading and developing specialist teams, with a strong emphasis on performance culture and staff progression Solid knowledge of welfare benefits, financial inclusion practice, and relevant housing legislation Comfortable presenting KPIs, reports, and strategic recommendations to senior leadership and Board level CIH Level 4/5 diploma or equivalent housing qualification (or working towards) Confident managing competing priorities across a broad stakeholder landscape, both internal and external A collaborative, resident-focused approach that balances empathy with accountability For a confidential conversation about this position please reach out to Kieran Williams at Joshua Robert Recruitment.
May 18, 2026
Contractor
Head of Income and Tenancy Sustainment Maidenhead - with Flexible Working Interim Contract - Initial Duration 3 months, Immediate Start About A well-established registered provider with a clear social purpose, this organisation delivers housing and resident services across a diverse portfolio of tenures. With a strong commitment to financial inclusion and tenancy sustainment, it invests meaningfully in the wellbeing of its residents, not just their rent accounts. The income and welfare functions sit at the heart of how the organisation balances commercial resilience with genuine resident support. This role sits within the Resident Services and Community department, reporting to the Assistant Director of Housing and Resident Engagement. It leads two specialist teams covering income recovery and welfare and benefits, with indirect responsibility for around ten officer-level posts. It's a senior operational leadership position with real strategic weight, and the expectation to deputise at senior management level. The Role You'll take ownership of income collection worth circa £53m per annum, shaping the strategy, performance culture, and day-to-day delivery of both the income and welfare and benefits services. This is a role where commercial accountability and resident outcomes are genuinely intertwined. Lead the development and implementation of the Income Collection and Financial Inclusion strategies, setting targets and annual action plans Drive performance across current and former debt, service charges, recharges, and utility accounts across all tenures Oversee the Resident Support Fund (circa £150k), ensuring fair, ethical prioritisation and demonstrable value for money Monitor and report on strategic progress to the Senior Leadership Team and Board Manage the external debt collection agency contract and oversee former tenant arrears recovery Lead on complex cases, Stage 2 complaints, and regulatory and legislative compliance Collaborate across asset management, finance, lettings, and a wide range of external partners including DWP, local authorities, and specialist support services About You You're an experienced income management professional who understands that sustainable tenancies and strong collection rates aren't in conflict, they're the same goal. Proven track record in operational income management within social housing or a closely related sector Experience leading and developing specialist teams, with a strong emphasis on performance culture and staff progression Solid knowledge of welfare benefits, financial inclusion practice, and relevant housing legislation Comfortable presenting KPIs, reports, and strategic recommendations to senior leadership and Board level CIH Level 4/5 diploma or equivalent housing qualification (or working towards) Confident managing competing priorities across a broad stakeholder landscape, both internal and external A collaborative, resident-focused approach that balances empathy with accountability For a confidential conversation about this position please reach out to Kieran Williams at Joshua Robert Recruitment.
We are seeking a qualified Solicitor or Legal Executive, to fill the post of Employment Law Manager. We also welcome applications from paralegals with 5 years experience who wish to qualify as a solicitor (England and Wales). You will be required to provide complex professional legal advice on employment law matters to our management team, national executive committee and members. Managing a team of junior colleagues and supporting their complex casework, you will advise on collective employment law matters and review first stage complaints. Salary and Location Band 4, London Spine points 27-23 or Regional 30-26 London starting salary: £53,726 p.a. rising to £61,115 p.a. in annual increments or Regional starting salary £49,663 p.a. rising to £56,081 p.a. in annual increments PCS London or Region Successful candidates for the Employment Law Manager will be able to demonstrate: Proven experience in an employment law field, or qualified solicitor from any UK jurisdiction. Experience in staff management, appraisals, and complaints handling. Good communication and negotiation abilities. Ability to prioritise and manage workloads. Commitment to promoting equality and diversity in the workplace. Ability to work collaboratively and manage legal issues. Their commitment to the SRA Professional standards and behaviours. The main duties of the Employment Law Manager role include: Delivering legal guidance and representation on employment law issues. Providing supportive management for caseworker colleagues. Conducting legal research, drafting advice, claims, and other legal documents. Providing support to senior colleagues on more complex matters. Advising the union on legal aspects of bargaining or campaigning matters. You will be committed to professional development, through training, appraisal and the use of technology, you will be able to show how you maintain and share your up-to-date knowledge of employment legislation. An understanding of the political processes in the UK and the role and work of trade unions is essential. Closing date: at 12 midday on Monday 22 June 2026 Interviews will be held in person at PCS Clapham on 8 July 2026 and 9 July 2026 About PCS PCS is the Public and Commercial Services Union, representing many thousands of members working in the civil service and related areas. Employer Benefits You will have access to a generous package of staff benefits including flexible working (including hybrid working) childcare and family support generous maternity/paternity leave 32 days leave and Christmas closure pension scheme employee assistance programme Learning and Development The union offers a wide range of learning and development opportunities. We will work with you to support your continued professional development. PCS Recruiting Process We use CVMinder to manage all recruitment activities. It helps us to maintain our commitment to equality and diversity by ensuring that we are fair and compliant with our recruiting practices. Applications must be received by the closing date and time specified. Candidates invited for interview are required to make themselves available on the date/s specified. Interview dates cannot be changed to accommodate candidates who are unavailable to attend on the specified date. CVs will not be accepted. Please see the job description/person specification and follow the application process. PCS is working towards equal opportunities and is positive about disabled people. All posts can be considered on a full-time, part-time or job share basis. Please view our guidance for applicants. JOB DESCRIPTION: EMPLOYMENT LAW MANAGER Ref: 1026 Grade: Band 4, London or Region Salary: London Spine points 27- 23 London starting salary £53,726 p.a. rising to £61,115 p.a. Regional Spine points 30 - 26 Regional starting salary £49,663 p.a. rising to £56,081 p.a. Location: London/Region Purpose of the job: To deliver a professional legal advice, guidance, and representation on employment law matters to staff and members. To undertake a management role with direct responsibility for Employment Law Caseworker (B3) ( Paralegals) Responsible to: Band 5, National Officer Employment Law Responsible for: Band 3 Employment Law Caseworker (Senior Paralegals /Junior Lawyers) Contacts External: PCS Members, elected officials and potential members. Employers, Legal and other advisors. TUC, Members of other trade unions and related bodies. MPs, pressure groups, campaigning bodies and media. Internal: PCS Staff and managers across Regions, Senior Management Team, National Management Team and other PCS Departments. Main duties and responsibilities 1. Key areas Undertake training to complete the SQE or specialism in employment law Assist in legal research into past cases and documents Draft and prepare claims or other legal documents Assist in providing legal advice to SMT, NEC, members Keep up to date with new developments in employment legislation Assist in providing employment law briefings to PCS staff about changes in employment legislation Advise members and Reps on wrongful termination and unfair dismissal claims, including reviewing dismissal procedures and advocating for members' rights Assist members and reps in cases of workplace discrimination, harassment, or retaliation based on factors such as age, gender, race, disability, or other protected characteristics Assist with the development of the Unions policy objectives including the PCS planning process Assist with leadership in delivering the unions Legal and Employment Rights strategy Provide assistance with the unions bargaining, organising, campaigning, equality, learning and digital agendas Manage people and resources in the Legal and Employment Rights Unit Provide advice to relevant committees including assisting in the preparation and presentation of reports Monitor and report on issues and initiatives as requested Assist with input into budgetary processes including bid preparation, monitoring and control where relevant 2. People Management Manage work allocation and workflow, future planning and support for officer team/line manager Motivate and manage individuals and the team as a whole to provide a high standard of service Check work standards and maintain consistent quality of delegated tasks Seek to continuously improve the effectiveness and efficiency of the team Through induction, the appraisal system and one-to-ones, identify staff training and development needs, train or organise formal/informal training Proactively promote diversity in line with the wider PCS approach Apply the staff conduct policies as and when required e.g. discipline, grievance, capability, dignity at work and IT security policies Provide advice and deal with complex issues related to staff management including disciplinary or grievance in consultation with Line Manager Ensure that the health, safety and welfare of staff is maintained and improved, in accordance with PCS and statutory policies Work effectively with lay officials Deputise for Line Manager when required 3. Communication Ensure digitalisation, information & communication methods are effectively implemented and used to generate improvements Draft complex communications including briefs and reports Communicate with members by assisting in the production of circulars and briefings, and by addressing meetings and conferences etc As necessary, represent PCS and liaise with outside bodies 4. Casework Management Advise in the handling of personal casework Liaise with solicitors, internal and external bodies on the handling of personal casework Represent PCS or PCS members at official bodies such as employment tribunals, Civil Service Appeal Board, etc. Maintain and improve own knowledge of the developments in employment law and practice 5. Team Working Proactively promote team working Initiate, organise, lead and participate in team meetings as appropriate Maintain high levels of confidentiality of sensitive issues at all times Provide assistance to team members 6. Equality Contribute to PCS policies on equal opportunities by developing innovative workplace strategies to tackle inequality and discrimination 7. General Participate and input information into PCS planning and budgeting processes At all times implement and promote the PCSs equal opportunities policy and adhere to the PCS Values Take due and reasonable care of self and others in respect of health and safety at work Participate in appraisal, training and development systems Act in a manner that enhances the work of the PCS and its overall public image In all work activities, comply with data protection legislation and PCSs requirements for the protection of personal information and the privacy of individuals . click apply for full job details
May 18, 2026
Full time
We are seeking a qualified Solicitor or Legal Executive, to fill the post of Employment Law Manager. We also welcome applications from paralegals with 5 years experience who wish to qualify as a solicitor (England and Wales). You will be required to provide complex professional legal advice on employment law matters to our management team, national executive committee and members. Managing a team of junior colleagues and supporting their complex casework, you will advise on collective employment law matters and review first stage complaints. Salary and Location Band 4, London Spine points 27-23 or Regional 30-26 London starting salary: £53,726 p.a. rising to £61,115 p.a. in annual increments or Regional starting salary £49,663 p.a. rising to £56,081 p.a. in annual increments PCS London or Region Successful candidates for the Employment Law Manager will be able to demonstrate: Proven experience in an employment law field, or qualified solicitor from any UK jurisdiction. Experience in staff management, appraisals, and complaints handling. Good communication and negotiation abilities. Ability to prioritise and manage workloads. Commitment to promoting equality and diversity in the workplace. Ability to work collaboratively and manage legal issues. Their commitment to the SRA Professional standards and behaviours. The main duties of the Employment Law Manager role include: Delivering legal guidance and representation on employment law issues. Providing supportive management for caseworker colleagues. Conducting legal research, drafting advice, claims, and other legal documents. Providing support to senior colleagues on more complex matters. Advising the union on legal aspects of bargaining or campaigning matters. You will be committed to professional development, through training, appraisal and the use of technology, you will be able to show how you maintain and share your up-to-date knowledge of employment legislation. An understanding of the political processes in the UK and the role and work of trade unions is essential. Closing date: at 12 midday on Monday 22 June 2026 Interviews will be held in person at PCS Clapham on 8 July 2026 and 9 July 2026 About PCS PCS is the Public and Commercial Services Union, representing many thousands of members working in the civil service and related areas. Employer Benefits You will have access to a generous package of staff benefits including flexible working (including hybrid working) childcare and family support generous maternity/paternity leave 32 days leave and Christmas closure pension scheme employee assistance programme Learning and Development The union offers a wide range of learning and development opportunities. We will work with you to support your continued professional development. PCS Recruiting Process We use CVMinder to manage all recruitment activities. It helps us to maintain our commitment to equality and diversity by ensuring that we are fair and compliant with our recruiting practices. Applications must be received by the closing date and time specified. Candidates invited for interview are required to make themselves available on the date/s specified. Interview dates cannot be changed to accommodate candidates who are unavailable to attend on the specified date. CVs will not be accepted. Please see the job description/person specification and follow the application process. PCS is working towards equal opportunities and is positive about disabled people. All posts can be considered on a full-time, part-time or job share basis. Please view our guidance for applicants. JOB DESCRIPTION: EMPLOYMENT LAW MANAGER Ref: 1026 Grade: Band 4, London or Region Salary: London Spine points 27- 23 London starting salary £53,726 p.a. rising to £61,115 p.a. Regional Spine points 30 - 26 Regional starting salary £49,663 p.a. rising to £56,081 p.a. Location: London/Region Purpose of the job: To deliver a professional legal advice, guidance, and representation on employment law matters to staff and members. To undertake a management role with direct responsibility for Employment Law Caseworker (B3) ( Paralegals) Responsible to: Band 5, National Officer Employment Law Responsible for: Band 3 Employment Law Caseworker (Senior Paralegals /Junior Lawyers) Contacts External: PCS Members, elected officials and potential members. Employers, Legal and other advisors. TUC, Members of other trade unions and related bodies. MPs, pressure groups, campaigning bodies and media. Internal: PCS Staff and managers across Regions, Senior Management Team, National Management Team and other PCS Departments. Main duties and responsibilities 1. Key areas Undertake training to complete the SQE or specialism in employment law Assist in legal research into past cases and documents Draft and prepare claims or other legal documents Assist in providing legal advice to SMT, NEC, members Keep up to date with new developments in employment legislation Assist in providing employment law briefings to PCS staff about changes in employment legislation Advise members and Reps on wrongful termination and unfair dismissal claims, including reviewing dismissal procedures and advocating for members' rights Assist members and reps in cases of workplace discrimination, harassment, or retaliation based on factors such as age, gender, race, disability, or other protected characteristics Assist with the development of the Unions policy objectives including the PCS planning process Assist with leadership in delivering the unions Legal and Employment Rights strategy Provide assistance with the unions bargaining, organising, campaigning, equality, learning and digital agendas Manage people and resources in the Legal and Employment Rights Unit Provide advice to relevant committees including assisting in the preparation and presentation of reports Monitor and report on issues and initiatives as requested Assist with input into budgetary processes including bid preparation, monitoring and control where relevant 2. People Management Manage work allocation and workflow, future planning and support for officer team/line manager Motivate and manage individuals and the team as a whole to provide a high standard of service Check work standards and maintain consistent quality of delegated tasks Seek to continuously improve the effectiveness and efficiency of the team Through induction, the appraisal system and one-to-ones, identify staff training and development needs, train or organise formal/informal training Proactively promote diversity in line with the wider PCS approach Apply the staff conduct policies as and when required e.g. discipline, grievance, capability, dignity at work and IT security policies Provide advice and deal with complex issues related to staff management including disciplinary or grievance in consultation with Line Manager Ensure that the health, safety and welfare of staff is maintained and improved, in accordance with PCS and statutory policies Work effectively with lay officials Deputise for Line Manager when required 3. Communication Ensure digitalisation, information & communication methods are effectively implemented and used to generate improvements Draft complex communications including briefs and reports Communicate with members by assisting in the production of circulars and briefings, and by addressing meetings and conferences etc As necessary, represent PCS and liaise with outside bodies 4. Casework Management Advise in the handling of personal casework Liaise with solicitors, internal and external bodies on the handling of personal casework Represent PCS or PCS members at official bodies such as employment tribunals, Civil Service Appeal Board, etc. Maintain and improve own knowledge of the developments in employment law and practice 5. Team Working Proactively promote team working Initiate, organise, lead and participate in team meetings as appropriate Maintain high levels of confidentiality of sensitive issues at all times Provide assistance to team members 6. Equality Contribute to PCS policies on equal opportunities by developing innovative workplace strategies to tackle inequality and discrimination 7. General Participate and input information into PCS planning and budgeting processes At all times implement and promote the PCSs equal opportunities policy and adhere to the PCS Values Take due and reasonable care of self and others in respect of health and safety at work Participate in appraisal, training and development systems Act in a manner that enhances the work of the PCS and its overall public image In all work activities, comply with data protection legislation and PCSs requirements for the protection of personal information and the privacy of individuals . click apply for full job details
Stage 2 Complaints Officer Temp on going Based in West London Office based This will be a full time role - 36 hours per week. Monday - Friday 9 to 5 The first few weeks will be full time in the office and then 3 days minimum in office per week once induction and training completed Temporary Accommodation Procurement & Contract Officer however the role will primarily focus on Temporary Accommodation Repairs & Complaints casework with a special focus on Complaints, Members Enquires, Ombudsman enquiries from investigating them, communicating with residents and agents and responding to residents in writing in line with our corporate complaints policy. Excellent verbal and written skills will be required and a background in Temporary Accommodation, Property Management, Repairs & maintenance is desirable.
May 18, 2026
Contractor
Stage 2 Complaints Officer Temp on going Based in West London Office based This will be a full time role - 36 hours per week. Monday - Friday 9 to 5 The first few weeks will be full time in the office and then 3 days minimum in office per week once induction and training completed Temporary Accommodation Procurement & Contract Officer however the role will primarily focus on Temporary Accommodation Repairs & Complaints casework with a special focus on Complaints, Members Enquires, Ombudsman enquiries from investigating them, communicating with residents and agents and responding to residents in writing in line with our corporate complaints policy. Excellent verbal and written skills will be required and a background in Temporary Accommodation, Property Management, Repairs & maintenance is desirable.
As a member of the Parking debt and complaints team, they deliver a timely and effective service for the Parking and Network Management team and the wider council. The post holder will be expected to produce work to a consistently high standard and to use their experience, knowledge and aptitude to the weigh up the evidence in each case, whether is a complaint, a members enquiry or an appeal against a Penalty Charge Notice (PCN) at the warrant stage where Enforcement Agents have been engaged, As well as reconciling and monitoring parking income and Enforcement Agent performance. Such as responding to Statements of Truth (SOT); N244, Liaising with TEC, Local county court Liaising with Enforcement agencies and Breathing Space, DRO. Dealing with the correspondence and stage 1 complaints at the Warrant of Control (WoC) stage. Knowledge of the parking legislation, including CPR 75 Parking Complaints Officer Parking Complaints Officer Parking Complaints Officer Parking Complaints Officer Parking Complaints Officer Parking Complaints Officer Parking Complaints Officer
Oct 06, 2025
Contractor
As a member of the Parking debt and complaints team, they deliver a timely and effective service for the Parking and Network Management team and the wider council. The post holder will be expected to produce work to a consistently high standard and to use their experience, knowledge and aptitude to the weigh up the evidence in each case, whether is a complaint, a members enquiry or an appeal against a Penalty Charge Notice (PCN) at the warrant stage where Enforcement Agents have been engaged, As well as reconciling and monitoring parking income and Enforcement Agent performance. Such as responding to Statements of Truth (SOT); N244, Liaising with TEC, Local county court Liaising with Enforcement agencies and Breathing Space, DRO. Dealing with the correspondence and stage 1 complaints at the Warrant of Control (WoC) stage. Knowledge of the parking legislation, including CPR 75 Parking Complaints Officer Parking Complaints Officer Parking Complaints Officer Parking Complaints Officer Parking Complaints Officer Parking Complaints Officer Parking Complaints Officer
About the Role: One of my local governmet clients is seeking a highly organised and experienced Complaints Officer to join its Parking Debt and Complaints Team . This role is essential in supporting the council's commitment to delivering a responsive and effective service within Parking Services and Network Management. Key Responsibilities: Responding to complaints, member enquiries, and PCN (Penalty Charge Notice) appeals, particularly at the Warrant of Control stage. Preparing and responding to legal documents such as Statements of Truth (SOT) , N244 applications , and liaising with the Traffic Enforcement Centre (TEC) and County Courts . Managing communications with Enforcement Agents , and addressing issues related to Breathing Space and Debt Relief Orders (DRO) . Monitoring and reconciling parking income and agent performance. Handling Stage 1 complaints and case correspondence efficiently and professionally. Applying relevant parking legislation including Civil Procedure Rules Part 75 (CPR 75) . Requirements: Prior experience in a local authority or parking enforcement setting. Strong understanding of parking legislation and legal recovery processes. Experience working with PCNs, TEC procedures, and court documentation. Excellent written and verbal communication skills. Ability to handle sensitive and complex cases with discretion and accuracy. If interested in this role please send your CV to Lee-Jaun at Coyle Personnel Ltd.
Oct 06, 2025
Seasonal
About the Role: One of my local governmet clients is seeking a highly organised and experienced Complaints Officer to join its Parking Debt and Complaints Team . This role is essential in supporting the council's commitment to delivering a responsive and effective service within Parking Services and Network Management. Key Responsibilities: Responding to complaints, member enquiries, and PCN (Penalty Charge Notice) appeals, particularly at the Warrant of Control stage. Preparing and responding to legal documents such as Statements of Truth (SOT) , N244 applications , and liaising with the Traffic Enforcement Centre (TEC) and County Courts . Managing communications with Enforcement Agents , and addressing issues related to Breathing Space and Debt Relief Orders (DRO) . Monitoring and reconciling parking income and agent performance. Handling Stage 1 complaints and case correspondence efficiently and professionally. Applying relevant parking legislation including Civil Procedure Rules Part 75 (CPR 75) . Requirements: Prior experience in a local authority or parking enforcement setting. Strong understanding of parking legislation and legal recovery processes. Experience working with PCNs, TEC procedures, and court documentation. Excellent written and verbal communication skills. Ability to handle sensitive and complex cases with discretion and accuracy. If interested in this role please send your CV to Lee-Jaun at Coyle Personnel Ltd.
