Complaints Investigator

4Recruitment Services Ltd; Charnwood; On-site; GBP 49,594,000 - 57,859,000; Full time

Job summary

Charnwood Council invites applications for a Complaints Investigator on an ongoing hybrid basis. You will collate customer feedback to support process improvements, and act as the first point of contact for the Corporate Complaints Policy, ensuring timely, quality responses.

Investigating complaints to provide clear, evidence-based outcomes, including Stage 2 local authority cases, you will also advise services on insurance arrangements and contribute to risk management while upholding fair,

Qualifications

• Experience in investigating complaints and producing clear responses.
• Knowledge of complaint-handling frameworks and ombudsman processes.
• Strong written and verbal communication, with accuracy and attention to detail.

Responsibilities

• Collate and present customer feedback to support improvements to service processes.
• Act as the first point of contact for the Corporate Complaints Policy.
• Administer the Corporate Complaints Policy, ensuring timely and quality responses.
• Investigate complaints and provide evidence-based responses, including Stage 2 local authority complaints.
• Provide advice on the Council's insurance arrangements as required.
• Assist with the Council's risk management framework.
• Ensure services are delivered fairly and without discrimination.

Skills

Investigation skills

Communication skills

Stakeholder management

Policy interpretation

Job description

Complaints Investigator

Charnwood Council

Ongoing contract

Hybrid - 2 days onsite, 3 days work from home

LE11 2TX

£18.96 per hour PAYE

Key Responsibilities

• Collate and present customer feedback and insight to support improvements to service processes across the organisation.
• Act as the first point of contact for the Corporate Complaints Policy.
• Administer the Corporate Complaints Policy, ensuring complaints receive timely and quality responses.
• Investigate complaints and provide clear, evidence-based responses, including Stage 2 local authority complaints.
• Provide advice and guidance to services on the Council's insurance arrangements, where required.
• Assist with relevant aspects of the Council's risk management framework.
• Ensure services are delivered effectively, appropriately, fairly and without discrimination.

Essential Experience & Knowledge

• Knowledge of the Housing Ombudsman and Local Government and Social Care Ombudsman.
• Proven experience of investigating complaints.
• Experience of responding to Stage 2 local authority complaints.
• Strong written and verbal communication skills, with the ability to produce clear and well-reasoned responses.

We are an equal opportunity agency.