Complaints Investigation Officer

Brackenberry Limited; Sharnford; Sur place; GBP 25 000 - 33 000; Plein temps

Résumé du poste

Brackenberry Limited is supporting a Local Authority in Charnwood to appoint a Complaints Investigation Officer on a 3-month contract, likely extendable at the client's discretion. The role involves end-to-end complaint investigations and supporting risk management and insurance arrangements.

You will gather feedback, provide timely, high-quality responses, and ensure the service is impartial and accessible, while upholding equality and non-discrimination principles across all interactions.

Qualifications

• Proven experience investigating complaints and drafting comprehensive responses to Stage 2 local authority complaints.
• Understanding of Housing Ombudsman and LGSCO codes and standards.
• Knowledge of local authority risk management frameworks and insurance administration.
• Strong ability to turn feedback into actionable insights.

Responsabilités

• Act as the first point of contact for the Corporate Complaint Policy, ensuring all complaints are investigated, tracked, and answered with timely, high-quality responses.
• Collate, analyze, and present customer feedback and insights to help reshape and improve service processes across the organization.
• Provide timely advice and guidance on the Council's insurance arrangements to internal departments as required, while supporting the broader risk management framework.
• Ensure the delivery of an effective, impartial, and accessible service to all service users, strictly adhering to equality and non-discrimination principles.

Connaissances

Investigation of complaints

Drafting responses

Customer feedback analysis

Communication skills

Equality and non-discrimination

Description du poste

We are working closely alongside a Local Authority in Charnwood to assist with the appointment of a Complaints Investigation Officer, on a 3-month contract, highly likely to be extended at clients discretion.

Rate of Pay: £18.46 - £24.31 per hour

Summary:

In the Complaints Investigation Officer role, you will administer end-to-end complaint investigations, gather key customer feedback and insights to drive service improvements across the organisation, and support the Council's insurance arrangements and risk management framework.

Responsibilities:

• Act as the first point of contact for the Corporate Complaint Policy, ensuring all complaints are investigated, tracked, and answered with timely, high-quality responses.
• Collate, analyze, and present customer feedback and insights to help reshape and improve service processes across the organization.
• Provide timely advice and guidance on the Council's insurance arrangements to internal departments as required, while supporting the broader risk management framework.
• Ensure the delivery of an effective, impartial, and accessible service to all service users, strictly adhering to equality and non-discrimination principles.

Essentials:

• Proven experience investigating complaints and drafting comprehensive responses to Stage 2 local authority complaints.
• Practical understanding and working knowledge of both the Housing Ombudsman and the Local Government and Social Care Ombudsman (LGSCO) codes and standards.
• Understanding of local authority risk management frameworks and insurance administration processes.
• Strong communication skills with the ability to turn raw customer feedback into actionable organizational insight.

Please note:

• You should be available to work immediately or at a short notice.
• You should have right to work in U.K

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