Complaints Investigation Officer

Zohorecruit; Loughborough; On-site; GBP 30,000 - 40,000; Full time

Job summary

Civic Recruitment Limited is seeking a skilled Complaints Investigator for a 3-month local authority contract in Loughborough. You will lead investigations of complaints, coordinate Stage 1 and Stage 2 processes, and deliver clear, evidence-based responses within corporate standards.

The role supports risk management and service improvement across the council, liaising with customers, managers and external bodies.

Qualifications

• Experience investigating complaints within Local Authorities or similar public sector environments.
• Experience managing and responding to Stage 2 complaints.
• Knowledge of Housing Ombudsman and Local Government & Social Care Ombudsman processes.
• Ability to prepare detailed investigation reports and formal responses.
• Strong written communication and stakeholder management skills.
• Experience handling sensitive, high-profile complaints.
• Understanding of risk management principles.
• Experience using case management systems and maintaining records.

Responsibilities

• Act as the first point of contact for complaints under the Corporate Complaints Policy.
• Investigate complex complaints across Council services.
• Lead Stage 1 and Stage 2 investigations.
• Gather, review and analyse evidence from multiple sources to establish findings and recommendations.
• Prepare high-quality complaint responses that are clear, accurate and evidence-based.
• Ensure complaints are acknowledged, investigated and concluded within agreed timescales.
• Provide guidance to managers and services 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 learning.
• Liaise with customers, elected members, managers and external bodies.
• Respond to enquiries from Ombudsman bodies.
• Ensure compliance with Ombudsman codes and best practice.
• Support implementation of Corporate Complaints Policy.
• Assist with risk management and insurance guidance.

Skills

Investigating complaints

Stage 2 complaints

Public sector experience

Written communication

Analytical thinking

Stakeholder management

Education

Relevant qualification in Business Administration / Complaints Management or related

Tools

Case management systems

Job description

Loughborough, United Kingdom | Posted on 01/10/2026

At Civic Recruitment and Limited, we know that individuals are more than just fixed expenses; they are the cornerstone of every thriving organisation. That's why we are passionate about transforming recruitment in the public and private sectors.

In the modern job market, organisations in both public and private sectors face significant workforce challenges. Public sector entities, such as local councils and central government departments, often struggle with lengthy recruitment processes, limited access to qualified candidates, and stringent budgetary and regulatory constraints. Private sector businesses, on the other hand, encounter high turnover rates, difficulties managing a mix of permanent and temporary staff, and challenges in sourcing specialised talent for niche industries. These sector-specific obstacles, coupled with the universal complexities of payroll management, create a pressing need for efficient workforce solutions.

Civic Recruitment Limited addresses these challenges with innovative recruitment and payroll solutions tailored for diverse organisational needs. Recognising the critical hurdles organisations face, the company leverages its expertise to streamline processes, reduce recruitment times, and alleviate administrative burdens. With an extensive database of over 1 million pre-screened candidates, Civic Recruitment Limited is well-positioned to cater to the specific needs of both public and private sectors.

Job Description

3 Month Contract With A Local Authority

Job Purpose

To lead the investigation, management and resolution of complaints received by the Council, ensuring responses are delivered in accordance with the Corporate Complaints Policy, statutory requirements and regulatory expectations.

The postholder will act as the first point of contact for the Corporate Complaints Process, undertaking detailed investigations, preparing high-quality responses, analysing customer feedback and complaint trends, and supporting service improvements across the organisation. The role will also provide advice on complaint handling, support aspects of the Council's risk management framework and assist services in responding effectively to customer concerns.

Key Responsibilities

• Act as the first point of contact for complaints received 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 from multiple sources to establish findings and recommendations.
• Prepare high-quality complaint responses that are clear, accurate, evidence-based and compliant with corporate standards.
• Ensure complaints are acknowledged, investigated and concluded within agreed timescales.
• Provide advice, guidance and support to managers and service areas on complaint handling and resolution.
• Maintain accurate complaint records and case management information.
• Monitor complaint performance, outcomes and response times.
• Identify complaint trends, recurring themes and areas for service improvement.
• Produce reports, management information and customer insight data to support organisational learning.
• Liaise with customers, elected members, managers and external bodies regarding complaint investigations.
• Respond to enquiries and correspondence from the Housing Ombudsman and Local Government & Social Care Ombudsman.
• Ensure compliance with Ombudsman Complaint Handling Codes and best practice guidance.
• Support the implementation and administration of the Council’s Corporate Complaints Policy.
• Assist with aspects of the Council’s risk management framework and identify risks arising from complaints and service failures.
• Provide guidance to services regarding the Council's insurance arrangements where required.
• Support continuous improvement initiatives through lessons learned and customer feedback analysis.
• Ensure all work is undertaken in accordance with relevant legislation, data protection requirements and corporate policies.

Requirements

• 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
  • Local Government and Social Care Ombudsman processes
  • Corporate Complaints Procedures
  • Customer Care and Complaint Resolution Principles
• Experience conducting detailed investigations and analysing complex information.
• Ability to prepare comprehensive investigation reports and formal responses.
• Strong written communication skills with the ability to draft professional correspondence.
• Experience handling sensitive, complex and high-profile complaints.
• Strong analytical, problem-solving and decision-making skills.
• Excellent customer service and stakeholder management skills.
• 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.
• Experience working within Local Government or Housing Services.
• Knowledge of risk management principles.
• Experience handling Ombudsman enquiries and investigations.
• Experience producing performance reports and customer insight analysis.
• Understanding of insurance claims processes and governance frameworks.
• Relevant qualification in Business Administration, Customer Services, Complaints Management or a related discipline.