Hybrid Complaints Investigator: Insight & Resolution

4Recruitment Services Ltd; Charnwood; Hybrid; 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

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,