Senior Complaints and Appeals Officer

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 positive relationships and manage challenging conversations effectively
• Proven ability to prioritise a demanding workload, meet deadlines and maintain high standards of accuracy and attention to detail
• Commitment to continuous improvement and delivering excellent outcomes for residents and service users

Our offer to you:

• At least 27 days holiday, plus bank holidays rising to 32 after 5 years’ service (pro rata if part time) - option to purchase further days
• Agile working (role dependent) - a “Flexibility First” approach to agile working, where flexibility is the norm rather than the exception
• Part of the Local Government Pension Scheme – option to join the AVC Scheme
• Progression - opportunities and training through a wide range of high quality learning
• Health and Wellbeing - offer including Employee Assistance Programme
• Cycle to Work and Travel Pass Schemes 
• Drive Time – a salary sacrifice car lease scheme
• Family friendly policies with enhanced leave  
• Discounted Gym Memberships 
• Employee Volunteering Scheme 
• Medicash 

Next steps:
Closing date: midnight on Friday 23rd October 2026
Shortlisting date: w/c Monday 26th October 2026
Interview date: w/c 9th Monday November 2026
Interview type: Face to face

We reserve the right to close this vacancy early. Once the role has closed, you will not be able to submit an application, and we are unable to reopen the vacancy for you to complete it. We strongly recommend submitting your application well in advance of the closing date to avoid disappointment.

If you would like any further information or an informal discussion, please contact Richard.Kilkelly@liverpool.gov.uk.

Watch our recruitment video and see what life is like working at Liverpool City Council.

Liverpool City Council is committed to fostering a workforce representative of the communities we serve. As an Equal Opportunities Employer, we believe in appointing candidates based on their skills, experience, qualifications, and abilities. To support this commitment, we guarantee an interview to candidates from under-represented groups who meet the minimum essential criteria for the role. 

If you require any reasonable adjustments in line with the Equality Act 2010, such as an application form in a different format or additional time to complete your application, please contact us at recruitment@liverpool.gov.uk.

Although we advertise on Jobs Go Public, and other websites, your application process will be directed to our Tribepad system. Please note that all communication regarding your application for this post will be sent to the email address that you have registered on Tribepad, including your invite to interview if you are shortlisted. Please check your emails regularly, including Spam/Junk, after the closing dates for notifications.  Please ensure you complete your full profile, work and education history in Tribepad.

Eligibility to work in the UK will be verified in the final stages of the selection process. All candidates must either already have a right to work in the UK before commencing employment or meet the Home Office criteria for Visa sponsorship. Candidates who require sponsorship should evaluate the Home Office eligibility criteria for a Skilled Worker visa before applying.

This is not legal advice, and we advise you to seek your own independent legal advice tailored to your own personal circumstances.