Complaints Investigator Officer

inploi; Bury; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A local government service in Bury is seeking a Complaints Investigator Officer to investigate complaints within the Bury Housing Service. The ideal candidate will have experience in Social Housing, a strong understanding of data collection, and the ability to deliver a professional complaints service. This full-time role requires working at least 2 days from the office and offers the chance to contribute to service improvements.

Qualifications

• Experience in delivering a professional complaints service.
• Strong understanding of compliance with regulatory standards.
• Completion of mandatory training.

Responsibilities

• Deliver a professional complaints service in line with the Housing Ombudsman Code of Practice.
• Use tenant feedback to drive service improvements.
• Support responses to SARs and FOIs.

Skills

Experience in Social Housing

Confidence in data collection

Ability to investigate complaints

Job description

About the role

There is an exciting opportunity working within Bury Housing Service Complaints Team.

We are looking for a Complaints Investigator Officer who ideally has experience within Social Housing.

This is a full time post working a 37 hour week based around the usual business working week. May on occasion be required to work outside normal office hours to attend evening meetings. There is a requirement to work at least 2 days from the office.

Responsibilities

• Deliver a professional complaints service in line with the Housing Ombudsman Code of Practice; investigate complaints thoroughly and collaboratively; ensure responses are fair, transparent, and customer-focused.
• Use tenant feedback to drive service improvements and ensure compliance with regulatory standards.
• Support responses to SARs, FOIs, and elected member enquiries; provide internal advice, training, and promote learning from complaints.
• Demonstrate confidence in using systems and a strong understanding of data collection.
• Complete all mandatory training and any other relevant post-related training.

About Bury

The Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff to share this commitment. Appointment may be subject to a satisfactory disclosure at the appropriate level under the Disclosure and Barring Service.

In line with safer recruitment, please ensure that your application/CV covers your full employment history and there is a reason noted for any gaps in employment. Successful candidates will be asked to provide relevant references for the past ten years and character references will not be accepted.

Please note we are unable to support with sponsorship at this time.

As a Corporate Parent, ensure that the work and services you deliver considers our care experienced young people, promotes their life chances empowers them to influence the policies, services, and decisions that affect them, champions their rights, and ensure they grow up in the best possible way

Benefits of working for Bury Council

To hear about the benefits for working with Bury Council, please visit Bury - Home | greater.jobs

We support employees to work with agility, where appropriate for the post and service requirements.

We are committed to Bury being an equal society that recognises values and embraces all people, regardless of any difference, for the skills, abilities and experiences they bring into the workforce and the wider community. Therefore we guarantee an interview for disabled people, looked after children/ care leavers, armed forces personnel (including reservists and veterans) and carers of adults or disabled children if they meet the essential criteria.

If you have completed the GM Elevate (Leadership Development) Programme, please indicate this within the ‘About You’ or ‘Supporting Statement’ section of your application.

Next steps

For an informal chat about the role please call Mrs Claire Rogan on 0161 686 8047