Complaints Support Officer

Description

Job title: Complaints Support Officer

Apply Before:13/11/2026, 23:55

Locations:Remote

Starting Salary (£) 31,00

Working Hours: 35

Contract Type: Permanent

Headline

Provide high-quality casework and administrative support for the final ombudsman-style stage of a new standardised process for complaints about how safeguarding concerns have been handled by Church of England bodies. Act as the first point of contact for enquiries and complaints, ensuring information is managed accurately, cases are progressed efficiently, and service users receive a professional, responsive and supportive service.

Description

The Church of England’s Safeguarding Structures Reform Programme is delivering a programme to strengthen safeguarding and rebuild trust. The Programme will roll out a standardised process across Church of England bodies for complaints about how safeguarding matters have been handled. Where matters cannot be resolved locally, they can be referred to an independent complaints body to review and make a final determination.

The Case Support Officer is responsible for providing administrative and operational support across the complaints service. The role acts as a key point of contact for enquiries, supports the progression of complaints through the process, maintains accurate records, prepares correspondence and documentation, and ensures case management systems are up to date.

The postholder will work closely with complaints reviewers, managers and external stakeholders to provide an efficient, professional and high-quality service. They will contribute to continuous improvement, support effective case management and help ensure that service users receive timely and accurate information throughout the complaints process.

Responsibilities

Key responsibilities will include:

• Acting as a first point of contact for enquiries received by telephone, email, online forms and correspondence.
• Providing information about the complaints process, eligibility requirements and timescales.
• Registering enquiries and complaints and maintaining accurate case records within the case management system.
• Reviewing incoming documentation, identifying missing information and seeking additional information where required.
• Preparing standard correspondence, notices, acknowledgements and other case-related documentation.
• Supporting the administration and progression of complaints throughout the complaints handling process.
• Managing electronic and paper records in accordance with information governance and confidentiality requirements.
• Supporting the administration of subject access requests and other information rights enquiries, including locating, collating and preparing records in accordance with information governance, data protection and confidentiality requirements.
• Producing management information, reports and statistical data as required.
• Supporting complaint reviewers and managers with case administration and operational activities.
• Building constructive working relationships with internal and external stakeholders.
• Contributing to service improvement initiatives and the development of administrative processes and procedures.
• Supporting organisational objectives and promoting good practice, equality and inclusion.

Requirements

The successful candidate will demonstrate:

• Experience in an administrative, customer service, casework support or complaints handling environment.
• Experience of managing information accurately and maintaining records and databases.
• Strong organisational skills with the ability to prioritise workload and manage competing demands.
• Excellent written and verbal communication skills.
• Ability to work professionally and sensitively with people who may be distressed or dissatisfied.
• Strong attention to detail and commitment to quality and accuracy.
• Experience of using case management, customer relationship management (CRM) or similar systems.
• Ability to work collaboratively as part of a team and build effective working relationships.
• Sound judgement, discretion and ability to handle confidential information appropriately.
• Commitment to continuous improvement, equality, diversity and inclusion.
• Good IT skills, including Microsoft Office applications and case management systems.

Desirable

• Experience supporting complaint handling, investigations, regulatory, safeguarding or ombudsman services.
• Experience preparing reports, statistics or management information.
• Understanding of complaint handling principles and customer service standards.
• Experience of applying trauma-informed principles in practice.
• Experience working in a public sector, charity, regulatory or ecclesiastical environment.