Investigator

Local Government and Social Care Ombudsman; Coventry; Hybrid; GBP 45,000 - 54,000; Full time

Benefits offered by this job

Hybrid Working

Job summary

The Local Government and Social Care Ombudsman is recruiting Investigators to assess and investigate complaints made to us by the public. The role requires clear analysis, strong communication in plain English, and resilience to work under pressure within a collaborative team.

You will handle cases about local authorities and adult social care providers, with hybrid working and office attendance as needed. We offer a salary band of £44,980 to £53,780 with probationary progression and annual

Job description

• Assess and investigate complaints made by the public
• Hybrid Working

About Our Client

For over 50 years we have been the voice of the public. Our free and impartial service helps people put things right with their local council or adult social care provider. We use what we learn from complaints to improve local public services and independent adult social care provision. We act with impartiality and make fair decisions after listening to both sides of the story and weighing up all the evidence.

So, if you want to make a difference and have the perspective we're looking for, please get in touch.

For more information about us visit our website www.lgo.org.uk

Job Description

Acting with the delegated authority on behalf of the Ombudsman, Investigators assess and investigate complaints made to the LGSCO by the public. This covers failings in services by local authorities, and social care providers. Our investigators look at complaints about most services organisations within our remit offer, with a large proportion of our work involving complaints about children's services and special educational needs.

The role operates in a collaborative environment where individuals contribute to their team's objectives and are involved in group and project work, and various outreach activities (for example external training for bodies in jurisdiction). However, Investigators are also personally responsible for their own case work and for maintaining high standards of performance and professional practice. Investigators are expected to operate with minimal supervision once experienced, demonstrate a high degree of resilience and confidence in their work within a highly pressurised and supportive environment.

The Successful Applicant

The successful Investigator will need to establish trust and confidence with customers and service users. You will be dealing with a diverse range of people, some of whom may require additional support in making their complaint to us, and some of whom can display challenging behaviours.

The role will require Investigators to be able to deal with complex problem solving, analysis of complex written material, identification of key issues and able to communicate decisions in plain English. You will need to maintain high levels of resilience to work under pressure and to deadlines, with effective prioritisation skills.

Managing competing priorities and deliver against challenging targets within agreed time-frames is a key expectation of this position.

What's on Offer

A salary ranging from £44,980 to £53,780, please note, appointment will be made at the beginning of the scale. There is an increment on satisfactory completion of the probationary period and thereafter annually on 1 April until the top of scale is reached.

We offer hybrid working and, subject to manager approval, investigators can choose to work mostly from home. Individuals will be allocated to either our Coventry or York office and be expected to attend the office as and when required in person for team meetings, training and other occasions.