Senior Complaints and Appeals Officer

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Job Reference liverpoolcitycouncil/TP/45969/2263

Apply for this job Number of Positions: 1 Contract Type: Permanent Full Time Salary: £42,123 – £47,665 Working Hours: 35 Location: Cunard Building, Water Street, Liverpool Closing Date: 23/10/2026 Job Category: Finance Region / Division: Liverpool Business Unit: Law & Governance

Job Introduction

Job title: Senior Complaints & Appeals Officer 

A bit about us:

Liverpool is home to vibrant, energetic, and engaged communities, people who take real ownership of their local area and are passionate about making our city a better place. We've got ambitious targets to meet and we need people who are driven, dynamic and ready to deliver the very best for our communities. Public service is more important than ever, and this role represents a real opportunity to make a difference to our communities by transforming the way we work and placing our residents at the heart of everything we do. 

Working at Liverpool City Council provides an opportunity to contribute to your community and make a positive impact on the lives of residents. Our values shape how we work to deliver public services, and how we communicate with the residents we serve. We care about the best outcomes for local people, through our public services.

We are proud of our world-famous thriving city with its rich culture, as well as affordable housing, good schools, beautiful green spaces – there’s really something for everyone!

The role:

• To lead a team of officers in the facilitation of responses and administration of MP and Councillor enquiries, Complaints, Appeals, Ombudsman responses for Transactional Services functions
• Providing information, analysis and support to senior managers with efficient administration, management, supervision of service delivery
• Develop, manage and at all times deliver a quality service to residents and businesses with change, innovation and continuous improvement being the driving themes
• Lead on the investigation and resolution of complex complaints, ensuring responses are accurate, balanced, customer-focused and issued within agreed timescales
• Manage and coordinate appeals processes, reviewing evidence, legislation, policy and guidance to develop high quality appeal responses and submissions to Valuation Tribunal Service
• Represent the council at the Valuation Tribunal Service and support Complaint and Appeals Officers with the development and delivery of appeal submissions to Valuation Tribunal Service
• Facilitating the administration of Housing Payments in a timely manner providing monthly reporting and attending liaison meetings where appropriate
• Provide expert advice and guidance to Complaints and Appeals Officers, managers, colleagues and stakeholders on complaints handling, appeals procedures and best practice
• Monitor complaint and appeal performance, identifying trends, recurring issues and opportunities to improve services and customer experience
• Support the development, implementation and review of complaints and appeals procedures, ensuring compliance with legislation, corporate standards and regulatory requirements
• Mentor and provide guidance to colleagues, contributing to the continuous development of the team's knowledge, skills and performance
• Champion a culture of learning from complaints and appeals, ensuring outcomes inform service improvement and help deliver better outcomes for residents

What we're looking for:

• Significant experience managing complex complaints, appeals relating to council tax, Housing Benefits and Council Tax Support
• Strong understanding of administrative law, complaint handling principles, procedural fairness and customer service excellence
• Excellent investigative, analytical and problem-solving skills with the ability to assess complex information and reach sound conclusions
• Experience producing detailed reports, formal responses and recommendations for a range of audiences
• Strong communication and negotiation skills with the ability to build po