Complaints Investigator

4Recruitment Services Ltd; Loughborough; Hybrid; GBP 36,000 - 42,000; Full time

Job summary

Charnwood Council in Loughborough is seeking a Complaints Investigator on an ongoing contract with a hybrid work pattern (2 days onsite, 3 days from home). The role focuses on collating customer feedback, applying the Corporate Complaints Policy, and delivering timely, quality responses.

You will investigate complaints, provide evidence-based replies including Stage 2 local authority cases, advise services on insurance, assist with risk management, and help ensure services are delivered without

Qualifications

• 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.

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.

Skills

Housing Ombudsman knowledge

Investigating complaints

Stage 2 complaints

Communication skills

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.

Recruitment is done in line with safe recruitment practices. We are an equal opportunity agency