Feedback Officer (maternity leave cover)

Fixed-term maternity leave cover contract: initially for 9 months, with the possibility of extension up to a maximum of 15 months

Are you organised, customer-focused and confident in supporting the effective handling of complaints,

feedback and enquiries? We are looking for a proactive and customer focused person to join our Customer Experience Team as Feedback Officer on a temporary contract as maternity leave cover.

You will help administer the Council's corporate feedback systems, coordinate complaints and requests for service and support the handling of Member and MP enquiries. You will be a key point of contact for customers and colleagues, helping to ensure feedback is recorded accurately, progressed in line with agreed processes and used to support continuous improvement across the organisation. We are looking for someone who is accurate, methodical and able to organise and prioritise a busy workload. You must be confident in communicating with a wide and varied range of people, be able to build and maintain effective working relationships and be comfortable handling difficult conversations or sensitive situations in a calm and professional way.

You must have excellent written and verbal communication skills, good analytical and numeracy skills and a flexible approach to changing priorities and deadlines. Effective IT skills, including confidence using email, word processing and Microsoft Office Suite or equivalent systems, are essential. A knowledge and understanding of complaints handling and Ombudsman best practice would be beneficial.

· 36.25 hrs per week with a starting annual salary of 26,403 (pay award pending)

· Agile working scheme with a combination of home and office working

· 34 days holiday (including bank holidays) increasing to 38 days after 5 years (full time equivalent)

· Attractive Local Government Pension Scheme with at least 22% employer's contribution

· Employee benefits programme' including payback on medical, dental and optical expenses

· Continued training and development opportunities

Interested...? Take a look at the job pack online or please feel free to get in touch with Nichola Oliver (Team Manager) at [email protected] or on 01530 454550, who will be happy to discuss this important and exciting role.

You can apply for any of our posts online at https://www.nwleics.gov.uk/pages/jobs_and_careers

Applications must be made using the on-line application process.

Disabled applicants who meet the essential criteria for the job will be guaranteed an interview.

We welcome applications from all sections of the community.

This is an exciting time of change at NWLDC as we progress devolution and local government reorganisation (LGR). To learn more about what this means, visit: Devolution - North West Leicestershire District Council and email [email protected] if you have any questions.

Closing Date: Monday 31 August 2026

Early applications are encouraged, as we reserve the right to close this vacancy prior to the advertised closing date