Policy, Performance & Complaints Manager

Governance Policy, Performance & Complaints Manager (Permanent Post)37 hours per week Grade B - £53,460 to £55,611 per annum

Here at Warwick District Council, we pride ourselves on the fact that we offer you a great place to work.

We achieve our goals by recruiting and retaining motivated, empowered and flexible staff. We are committed to training and development, and we encourage a healthy work-life balance.

We offer the rewards and benefits that make it a great place to work.

We offer a wide range of career opportunities at every level of the organisation. From apprenticeships to senior management, permanent to fixed term contracts or part-time working, we have something for everyone.

At Warwick District Council, we pride ourselves on being a great place to work.

We achieve our goals by recruiting and retaining motivated, empowered and flexible employees who are committed to delivering excellent services for our communities. We are passionate about learning and development, support career progression, and encourage a healthy work-life balance.

Governance Services sits at the heart of the Council, providing essential support to our residents, Councillors and officers. The service covers a broad range of responsibilities, including public committee meetings, electoral registration and elections, complaints management, policy development and corporate performance monitoring.

We are looking for an experienced and dedicated individual to join us as our Policy, Performance and Complaints Manager. This is a varied and rewarding role that offers the opportunity to make a real impact across the organisation by helping to drive service improvement, organisation learning and excellent customer service.

We are seeking someone who has a keen eye for detail and a strong commitment to delivering high-quality outcomes. Equally important is the ability to demonstrate empathy and understanding when working with customers who have raised concerns or complaints.

You will be confident working with a wide range of stakeholders, balancing competing priorities, and providing advice and support to managers and services across the Council.

As Policy, Performance and Complaints Manager, you will:

• Lead and manage the delivery of the Council's corporate complaints process.
• Act as the Council's lead adviser on complaints management, ensuring consistency, quality and compliance across the organisation.
• Promote organisational learning from complaints and customer feedback to support continuous improvement.
• Manage and develop the Council's Corporate Performance Management Framework.
• Lead and coordinate corporate policy development and assurance activities.
• Provide guidance and quality assurance to managers and services on complaints handling and performance management.
• Contribute to the achievement of the Council's strategic objectives through effective policy and performance oversight.

This is a broad and varied role requiring a diverse range of skills, knowledge and experience.

We are looking for someone who can demonstrate:

• A strong commitment to excellent customer service.
• Excellent communication and interpersonal skills.
• The ability to build positive relationships with a wide range of people.
• Confidence and professionalism when dealing with sensitive and complex issues.
• Strong analytical and critical thinking skills.
• Sound judgement and effective decision-making, particularly within a public sector environment.
• The ability to manage competing priorities and deliver high-quality work to deadlines.

The intention is for the postholder to work predominately from home however, it is a requirement to attend our offices or sites within Warwick District as required. Any costs for travel from home to the office will be met by the successful candidate. However, hybrid and office working is also available.

The Policy, Performance and Complaints Manager is responsible for leading a small but vital team. This includes direct line management of:
Three Policy, Performance and Complaints Officers and The Corporate Support Team Leader.

The Corporate Support Team Leader is responsible for managing four additional team members. Together, the team provides a range of important corporate services, from mail fulfilment and administrative support to policy assurance, performance reporting and complaints management, helping to ensure the Council delivers high-quality services for residents.

This is an excellent opportunity to take on a highly visible role that influences service delivery across the Council. You will work closely with senior managers, Councillors and colleagues across all service areas, helping to improve outcomes for residents while supporting continuous organisational improvement.

1st September 2026

9th & 10th September 2026