Complaints Investigator Reference no: Brent 000A E50A / 1 Pay Rate: £23.81 per hour PAYE Hours per week: 36, Monday – Friday, 09:00 - 17:00 Role Length: This opening assignment is for 3 months Wembley, London, HA9 0FJ Hybrid working Basic DBS required for this roleWhat's involved with this role: We are seeking an experienced Complaints Investigator to support the delivery of a high-quality complaints and casework service across the Council. The role involves investigating complex and high-profile complaints, working closely with senior managers and helping to improve service standards across multiple departments.
You will also play a key role in leading improvement projects, producing management reports and supporting teams across the organisation to learn from complaints and strengthen overall performance.
Skills & Experience required:
- Extensive experience in complaints handling, ideally within a local authority environment
- Strong experience dealing with housing, repairs, homelessness and public realm complaints
- Experience managing Stage 2 complaints and drafting responses on behalf of senior leaders
- Experience producing management information reports and presenting findings to senior managers
- Comprehensive knowledge of statutory and corporate complaints procedures, legislation and policies
- Strong investigative, analytical and written communication skills
Key Responsibilities:
- Lead and support departments in learning from complaints to improve service delivery
- Produce detailed investigation reports with conclusions and recommendations
- Coordinate and respond to enquiries from the Local Government and Social Care Ombudsman and the Housing Ombudsman
- Review Stage 1 complaint responses and highlight areas for improvement
- Lead projects assigned by the Complaints and Casework Manager
- Support the administration of the complaints and casework database and provide training to staff
How to Apply
- Quote the Job Title and Reference Number in your application.
- Submit your CV in Word format.
- Applications are reviewed on a rolling basis—early submission is recommended.
Unless the DBS requirement stated above is for a Basic Disclosure, your DBS must be either through us or be accompanied by a subscription to the DBS updating service. We will also add your details to our mail out lists. Please note you may receive details of roles outside of your immediate vicinity, as many candidates are able to relocate temporarily for work. Please disregard any such emails that are not of interest and let us know if you would rather not receive such mailouts and/or if you wish us to delete your details and prefer to apply direct to our advertised roles. If you do not hear from us within three working days, unfortunately your application has not been shortlisted on this occasion. Thank you for your interest in working with us.
