Recovery Programme Manager – Complaints (Local Government)

Job Title: Recovery Programme Manager – Complaints Transformation (Local Government)

Contract: 6 months (likely to extend)

Rate: £600/day (Inside IR35)

Location: Berkshire area (hybrid working – 2 days per week onsite expected)

Start: ASAP

Salt Recruitment’s Local Government team is supporting a council in the Berkshire area to appoint an experienced Recovery Programme Manager to deliver a critical workstream within their wider Recovery and Improvement Plan.

This role focuses specifically on transforming the council’s complaints process-ensuring it is efficient, fair, and capable of rebuilding trust with residents. It sits within a high-profile corporate programme and will require someone with proven experience delivering similar change in politically complex environments.

Please note: Strong public sector experience is essential. We are only able to consider candidates who have led similar service improvement or transformation programmes within a local authority or comparable public body.

Key Responsibilities:

• Lead the mobilisation and delivery of a complaints improvement programme aligned to corporate recovery objectives
• Redesign the end-to-end complaints process to improve customer experience, accessibility, and resolution
• Develop business cases, programme documentation, and clear reporting mechanisms
• Manage risks, issues, and dependencies while ensuring benefits realisation
• Work closely with Heads of Service, operational leads, and senior governance forums
• Contribute to other strategic programmes and support wider transformation governance as required

The Ideal Candidate:

• Substantial experience in local government or public sector transformation roles
• Demonstrable track record leading complaints process reform, customer/resident service improvements, or recovery programmes
• Skilled in engaging senior stakeholders, including elected members, directors, and external commissioners
• Confident developing business cases, reporting benefits, and managing complex programme delivery
• Qualifications in PRINCE2, MSP or equivalent are desirable

This is a fantastic opportunity to play a key role in a council’s recovery journey, making a direct impact on resident outcomes and long-term service improvement.

*Rates depend on experience and client requirements