Complaints Investigating Officer - Drive Fair Outcomes

Staffordshire County Council; Stafford; On-site; GBP 32,000 - 46,000; Full time

Job summary

Staffordshire County Council is seeking two Complaints Investigating Officers to lead independent investigations into complex Stage 2 statutory and corporate complaints. You will gather evidence from diverse sources, review policies, and interview stakeholders to ensure fair, objective outcomes.

You will produce high-quality reports with balanced findings, maintain confidentiality, and support responses to external ombudsman inquiries.

Qualifications

• Experience of undertaking investigations, complaint investigations, case reviews or comparable fact-finding work involving complex and sensitive matters.
• Ability to gather, analyse and evaluate evidence from a range of sources to reach balanced and evidence-based conclusions.
• Excellent written communication and report-writing skills.
• Ability to manage multiple complex cases and competing priorities independently, while maintaining accurate records and required timescales.
• Exercise sound judgement, maintain impartiality, confidentiality and professional integrity, and build effective relationships with complainants and stakeholders.

Responsibilities

• Lead and manage investigations into Stage 2 statutory and corporate complaints, developing clear investigation plans and meeting agreed timescales.
• Gather, review and analyse evidence from case records, policies and interviews.
• Produce high-quality investigation reports with clear evidence, balanced findings and reasoned conclusions and recommendations.
• Maintain regular communication with complainants and stakeholders, providing updates and ensuring high standard of customer service throughout the investigation process.
• Support responses to the Local Government and Social Care Ombudsman and other stakeholder enquiries, ensuring information is accurate, timely and compliant with Council requirements.
• Identify opportunities for learning and service improvement arising from complaints and work collaboratively with services to promote positive change.
• Maintain accurate records and case information, ensuring confidentiality and compliance with information governance requirements.

Skills

Investigation experience

Evidence gathering & analysis

Report writing

Case management

Impartiality & integrity

Job description

Staffordshire County Council is seeking two Complaints Investigating Officers to lead independent investigations into complex Stage 2 statutory and corporate complaints. You will gather evidence from diverse sources, review policies, and interview stakeholders to ensure fair, objective outcomes.

You will produce high-quality reports with balanced findings, maintain confidentiality, and support responses to external ombudsman inquiries.