Project Specialist

Colbern Limited; Loughborough; Hybrid; GBP 28,000 - 36,000; Full time

Job summary

Colbern Limited in Loughborough seeks an experienced Complaints Investigation Officer to collate customer feedback and oversee the Corporate Complaints Policy. The role involves acting as the first point of contact for the policy and ensuring timely, quality responses to complaints.

You will also advise on the Council’s insurance arrangements, support the risk management framework, and ensure fair, non-discriminatory service delivery. Hybrid working: 2 days in office, 3 days at home.

Qualifications

• Experience of investigating complaints.
• Experience of responding to Stage 2 local authority complaints.
• Knowledge of Housing Ombudsman and Local Government and Social Care Ombudsman
• Experience of handling customer feedback and insight

Responsibilities

• Collate and present customer feedback to improve service processes across the organisation.
• Be the first point of contact for the Corporate Complaint Policy.
• Administer the Corporate Complaints Policy, ensuring timely and quality responses to complaints.
• Provide advice and guidance on the Council’s insurance arrangements to services as required.
• Assist with relevant aspects of the Council’s risk management framework.
• Deliver an effective and appropriate service to all service users, fairly and without discrimination.
• Knowledge and application of equality considerations in service delivery.

Job description

Complaints Investigation Officer

Our client is looking for an experienced Complaints Investigation Officer

Loughborough

Contract

2 days in the office, 3 days at home

Hours of work are 37 hours per week.

• To collate and present customer feedback and customer insight to enable the improvements service processes across the organisation.
• To be the first point of contact for the Corporate Complaint Policy.
• To administer the Corporate Complaints Policy, ensuring timely and quality responses to complaints.
• Provide advice and guidance on the Council’s insurance arrangements to services as the service requires.
• To assist with relevant aspects of the Council’s risk management framework.
• Delivery of an effective and appropriate service to all service users, fairly and without discrimination.
• Knowledge of Housing Ombudsman and Local Government and Social Care Ombudsman
• Experience of investigating complaints
• Experience of responding to Stage 2 local authority complaints

Colbern Limited along with our clients are an equal opportunities employer