Complaints Investigator

Job Switch; Leeds; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading local government organization is seeking an Investigator to manage and improve the complaints process. The role includes investigating complaints, advising departments, ensuring compliance with legal frameworks, and driving service improvements through strategic insights. Ideal candidates will have strong analytical and communication skills along with a proven track record in complaint management.

Qualifications

• Experience in managing large caseloads and meeting tight deadlines.
• Proven ability to draft complex correspondence and reports.
• Experience in local government complaint handling is beneficial.

Responsibilities

• Lead complex investigations under the Corporate Complaints procedure.
• Provide advice and guidance on complaint resolution.
• Support and clerk Tenancy and Leaseholders Arbitration Tribunals.

Skills

Research capability

Written communication

Verbal communication

Analytical thinking

Negotiation

Education

Relevant experience at investigator level

Job description

As an Investigator in the Customer & Exchequer Services division, youll take the lead on handling complex complaints received through the councils Corporate Complaints process. Youll be responsible for investigating Stage Two and Three complaints and responding to enquiries from the Housing Ombudsman and the Local Government and Social Care Ombudsman, ensuring transparency, accountability, and high-quality service delivery across the organisation.

The role involves acting as a key advisor to departments on managing complaints, guiding investigations, and ensuring best practice is followed. Youll play a strategic part in identifying learning from complaints, helping to shape service improvements and support a culture of continuous learning. Youll also apply the councils compensation policy and advise on fair, timely resolutions.

In addition, youll support the Tenancy and Leaseholders Arbitration Tribunals, assessing applications, clerking hearings, and drafting decisions in accordance with tribunal rules and legal frameworks. Youll also contribute to training and development across services, helping teams build confidence and consistency in complaint handling and resolution.

Lead complex investigations under the Councils Corporate Complaints procedure and draft high-quality responses. Respond to enquiries from the Housing Ombudsman and Local Government and Social Care Ombudsman. Provide expert advice to departments on complaint handling, promoting best practice and service improvement. Identify learning from complaints and work with senior managers to implement positive change.

Act as clerk and adviser to Tenancy and Leaseholders Arbitration Tribunals, ensuring compliance with legal frameworks.

Support and deliver training on complaint investigation, compensation policy, and tribunal procedures across the council.

Relevant experience at investigator level, ideally within a local government setting Proven ability to manage large caseloads, meet tight deadlines, and deliver under pressure Skilled in drafting complex correspondence and detailed reports on sensitive issues Strong research capability with confidence using multiple data sources and IT systems to support investigations Organised and outcome-focused, with a track record of translating plans into practical, measurable actions Excellent written and verbal communication skills, with the ability to engage a wide range of stakeholders Sharp analytical thinking, with the ability to interpret complex information and reach logical conclusions Ability in influencing and negotiating with internal and external stakeholders, including senior officers, councillors, MPs, and ombudsman bodies

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