Complaints Investigator: Local Government Impact

Vivid Resourcing Ltd; England; On-site; GBP 32,000 - 42,000; Full time

Job summary

Vivid Resourcing Ltd is recruiting for a Complaints Officer with experience in handling and investigating complaints in a local government setting. The role is permanent in Staffordshire, focusing on fair investigation, clear responses and timely resolution of cases across council services.

You will manage a busy caseload, gather evidence, and draft well-reasoned replies, including escalations to regulators when required.

Qualifications

• Experience in handling and investigating complaints, ideally within local government or public sector.
• Strong written communication to produce clear, balanced responses.
• Good analytical and investigative skills with attention to detail.
• Ability to manage a busy caseload and meet deadlines.
• Confident handling sensitive conversations with tact and professionalism.
• Proficiency with case management or complaints recording systems.

Responsibilities

• Receive, log and manage complaints in line with the council's policy and procedures.
• Investigate complaints impartially, gathering evidence from services and speaking with complainants.
• Draft clear, accurate and empathetic responses at each stage of the process.
• Work with service managers to agree resolutions and ensure actions are delivered.
• Handle escalated complaints and liaise with regulators like the LG Ombudsman.
• Identify trends and report learning points to managers and senior colleagues.
• Advise and support colleagues on good complaint handling practice.
• Contribute to review and improvement of complaints policies and guidance.
• Handle public inquiries from residents, councillors and MPs as required.

Skills

Complaint handling

Written communication

Analytical skills

Caseload management

Sensitive conversations

IT skills

Tools

Case management software

Job description

Vivid Resourcing Ltd is recruiting for a Complaints Officer with experience in handling and investigating complaints in a local government setting. The role is permanent in Staffordshire, focusing on fair investigation, clear responses and timely resolution of cases across council services.

You will manage a busy caseload, gather evidence, and draft well-reasoned replies, including escalations to regulators when required.