Customer Feedback & Resolution Support Officer

Job description

37 hours per week

Temporary 3 months

We are looking to appoint a Compliments and Complaints Resolution Support Officer within the Social Services and Wellbeing Directorate. This is a temporary role for 3 months, with the possibility of extension.

This position offers an excellent opportunity to gain valuable experience in customer service, complaints handling and local authority social services. Working closely with the Compliments and Complaints Resolution Manager, you will play an important role in supporting the timely co-ordination, monitoring and administration of complaints, compliments and representations received by the Directorate, whilst helping to ensure that people who use our services have their voices heard.

As the first point of contact for complaints and representations, you will develop highly transferable skills in communication, problem-solving, stakeholder engagement and customer care. You will work with colleagues across the Directorate to support the effective management and resolution of concerns, contributing to the improvement of services and helping to achieve positive outcomes for residents and service users.

This role provides an excellent introduction to complaint handling within Social Services and Wellbeing and would suit someone looking to develop or build upon their experience in customer service, administration, governance, public services or a future career within the local authority. No two days are the same and, whilst the work can sometimes be challenging, it is also highly rewarding, offering the opportunity to make a genuine difference to the experiences of those who access social services.

In addition to a good standard of education, you will need an understanding of excellent customer service, experience of administrative processes and systems, and a good working knowledge of Microsoft Office products. You will also have strong interpersonal, verbal and written communication skills, together with the ability to remain calm, professional and empathetic in challenging situations.

For further information on the role, please contact Sarah Tripp, Improvement & Performance Manager, at [email protected]

Protecting children, young people or adults at risk is a core responsibility of all council employees.

The council's Hybrid Working Policy applies to this post. This provides a framework for establishing how you will undertake working hours between your home and the office.

Closing Date: 14 October 2026

Shortlisting Date: 15 October 2026

Interview Date: 22 October 2026

Benefits to working at Bridgend County Borough Council

Job Description & Person Specification