Complaints Investigation Lead

Civic Recruitment Limited; Sharnford; Hybrid; GBP 32,000 - 38,000; Full time

Job summary

Civic Recruitment Limited is seeking a Complaints Investigator for a 3 Month Contract With A Local Authority. The role leads investigation, management and resolution of complaints, acting as the first contact for the Corporate Complaints Process and preparing high-quality responses in line with policy and regulatory expectations.

The post holder will analyse feedback, support service improvements, and assist services in risk management.

Qualifications

• Experience investigating complaints within a Local Authority, Housing Association, Public Sector or similar environment.
• Experience managing and responding to Stage 2 complaints.
• Knowledge of Housing Ombudsman Complaint Handling Requirements and Local Government & Social Care Ombudsman processes.
• Ability to prepare comprehensive investigation reports and formal responses.
• Strong written communication skills and stakeholder management.
• Experience maintaining accurate records and case management systems.
• Ability to identify service improvements and lessons learned from complaints.
• Strong organisational skills with the ability to manage competing priorities and deadlines.

Responsibilities

• Act as the first point of contact for complaints under the Corporate Complaints Policy.
• Investigate complex complaints across a range of Council services.
• Lead and coordinate Stage 1 and Stage 2 complaint investigations.
• Gather, review and analyse evidence to establish findings and recommendations.
• Prepare high-quality complaint responses that are clear, evidence-based and compliant with corporate standards.
• Ensure complaints are acknowledged, investigated and concluded within agreed timescales.
• Provide advice, guidance and support to managers on complaint handling and resolution.
• Maintain accurate complaint records and case management information.
• Monitor complaint performance, outcomes and response times.
• Identify complaint trends and areas for service improvement.
• Produce reports and customer insight data to support organisational learning.
• Liaise with customers, elected members, managers and external bodies regarding investigations.
• Respond to enquiries from the Housing Ombudsman and LG&SCO and ensure compliance with codes.
• Support the implementation and administration of the Corporate Complaints Policy.
• Assist with aspects of the Council’s risk management framework and identify risks arising from complaints.
• Provide guidance regarding the Council's insurance arrangements where required.
• Support continuous improvement initiatives through lessons learned and feedback analysis.
• Ensure all work complies with legislation, data protection and corporate policies.

Skills

Investigation

Stakeholder management

Analytical thinking

Written communication

Organisational skills

Education

Relevant qualification in Business Administration/Customer Services/Complaints Management

Job description

Civic Recruitment Limited is seeking a Complaints Investigator for a 3 Month Contract With A Local Authority. The role leads investigation, management and resolution of complaints, acting as the first contact for the Corporate Complaints Process and preparing high-quality responses in line with policy and regulatory expectations.

The post holder will analyse feedback, support service improvements, and assist services in risk management.