Complaints & Assurance Officer - 2 Posts, 2 High Street, Perth - Internal

Main Purpose of the Role

Working within Perth & Kinross Council is more than a job, it's about being part of an organisation that puts people at the heart of all we do and provides opportunities to make a real difference by enhancing every life we touch.

We currently have the following opportunity:

Complaints & Assurance Officer, 2 Posts - PKC13361
£37,015 - £40,825
2 High Street, Perth

Please note: Only existing employees of Perth & Kinross Council may apply.

Join Us and Make a Difference

Are you passionate about delivering fairness, transparency, and exceptional customer experiences? 

If so, we are looking for a Customer Complaints and Assurance Officer to help us investigate complaints and resolve complex issues and identify service improvements across the organisation. 

This is your chance to influence positive change and ensure our residents receive high quality service.

As a Customer Complaints and Assurance Officer, you will play a pivotal role in investigating complex complaints, providing clear, evidence based resolutions that uphold trust and accountability.

As part of a team, you will embed best practice in complaint handling across the organisation.  This includes designing and delivering training, coaching and supporting officers, and fostering a culture of continuous improvement.

Working closely with officers and senior leaders, you will identify trends, recommend service improvements, and ensure compliance with statutory and corporate standards.

This is a role for someone who thrives on investigation techniques, attention to detail, problem solving, influencing positive change, and making a real difference to the customer experience.

Skills & Experience Required

We are looking for someone who combines investigative expertise with people skills.

You will have:

• Proven experience in managing complaints, ideally within a public sector or regulated environment.
• Exceptional communication skills – able to explain decisions clearly and confidently to a wide range of audiences. Effective presentation and report writing skills.
• Excellent interpersonal and communication skills and experience of managing/ handling challenging conservations.
• Ability to negotiate with a range of staff.
• Analytical thinking – you can interpret evidence, identify root causes, and propose practical solutions.
• Resilience and diplomacy – you remain calm under pressure and handle sensitive issues with professionalism whilst maintaining confidentiality.
• Commitment to continuous improvement – you are passionate about identifying improvement actions, learning, sharing best practice, and driving positive change.
• Training and coaching ability – you enjoy supporting others to develop their skills and improve service delivery.

If you are motivated by fairness, accountability, and improving customer outcomes, this role offers the opportunity to make a lasting impact.

Working at Perth & Kinross Council

Our values and behaviours influence our work and support us in the delivery of our key priorities. In your application, and should you be invited to interview, you will be asked to describe situations that support the criteria required in the role and which also demonstrate our values and behaviours. Find out more about Perth & Kinross Council and you could soon be joining our team!

Here's what we can offer you:

• A generous annual leave package
• 6 days public holiday and an additional discretionary day
• Eligibility to join our pension scheme
• Family friendly and positive work/life balance policies such as Flexible Working, Maternity, Paternity & Adoption leave, time off for volunteering and our Wellbeing Framework
• Flexi time
• Access to a range of benefits

We recognise there can be benefits to flexible working and where individual jobs allow, we seek to support this. You are encouraged to discuss potential options with the recruiting manager, if this is of interest to you. A healthy work life balance is important to us and we provide supportive management and, where possible, flexible working arrangements to help you achieve that balance. You will have access to training and support for continued professional development.

For purposes of connection and collaboration with colleagues and with the community we serve, our full-time employees work on site for a minimum of 2 days per week with the arrangements for part time employees being agreed on a basis which will ensure that they benefit to an equivalent degree.

Our FAQs on hybrid working can be found here Hybrid working FAQs

We are committed to being a more inclusive employer - to ensure we can consider any reasonable adjustments, please either contact the recruiting manager to discuss any individual circumstances, discuss at interview or, if you prefer, after any conditional offer is made.

Next Steps

We would love to hear from you and would encourage you to get in touch with Connor Wilson, Business Support Service Manager on 01738 476486 to find out more.

Click “APPLY NOW”

External candidates are required to provide contact details for 2 referees, including email addresses.  One of these must be your current or most recent employer.

We welcome applications from everyone and as a Disability Confident employer, we guarantee to interview applicants who declare a disability and meet the essential requirements of the post. Please contact the hiring manager above or the Recruitment Team on (01738) 475555 or recruitment@pkc.gov.uk to discuss any reasonable adjustments. Appointments are based on evidence supplied during the selection process.

Diversity is important to us and although some of our jobs may be perceived to be traditionally gender specific, we welcome applications from everyone and would encourage you to apply if you meet the job requirements. That includes welcoming applications from former armed forces personnel/reservists. Many of the skills picked up during your military career could be transferred directly into a role with local government.

To comply with Baseline Personnel Security Standard, you will be required to complete a Disclosure Scotland check.

If you have lived overseas for a period of 12 months or more (continuous or total) within the last 5 years, an Overseas Criminal Record Check will be required. You will be required to provide this check.

A confirmed offer of employment and commencement in the post will be subject to the outcome of the above mentioned mandatory pre-employment checks (including references) and will also include eligibility to work in the UK, qualifications and fitness to undertake the post.