RQ1547364 – Complaint Investigator

Carrington Blake Recruitment; London; Hybrid; GBP 62,000; Full time

Job summary

Une entreprise de recrutement en pleine croissance cherche un Investigator pour superviser le traitement des plaintes au sein des services de la ville. Vous serez responsable d’enquêtes complexes et fournirez des conseils aux départements pour améliorer le service. Vous travaillerez dans un environnement hybride, alliant télétravail et bureau, tout en supportant les formations en matière de gestion des plaintes.

Qualifications

• Expérience significative au niveau d'enquêteur, de préférence dans le secteur public.
• Capacité avérée à gérer des cas complexes et à respecter les délais.
• Aptitude à influencer et à négocier avec divers intervenants.

Responsibilities

• Diriger des enquêtes complexes selon la procédure de plaintes.
• Conseiller des départements sur la gestion des plaintes.
• Participer aux audiences des tribunaux d'arbitrage Tenancy et Leaseholders.

Skills

Recherche

Rédaction

Gestion des plaintes

Communication

Analyse

Job description

Please note this role closes on the 24th June 2025

• Hybrid
• £29.80 an hour

As an Investigator in the Customer & Exchequer Services division, you’ll take the lead on handling complex complaints received through the council’s Corporate Complaints process. You’ll be responsible for investigating Stage Two and Three complaints and responding to enquiries from the Housing Ombudsman and the Local Government and Social Care Ombudsman, ensuring transparency, accountability, and high-quality service delivery across the organisation.

The role involves acting as a key advisor to departments on managing complaints, guiding investigations, and ensuring best practice is followed. You’ll play a strategic part in identifying learning from complaints, helping to shape service improvements and support a culture of continuous learning. You’ll also apply the council’s compensation policy and advise on fair, timely resolutions. In addition, you’ll support the Tenancy and Leaseholders Arbitration Tribunals, assessing applications, clerking hearings, and drafting decisions in accordance with tribunal rules and legal frameworks.

You’ll also contribute to training and development across services, helping teams build confidence and consistency in complaint handling and resolution.

Key responsibilities:

• Lead complex investigations under the Council’s Corporate Complaints procedure and draft high-quality responses.
• Respond to enquiries from the Housing Ombudsman and Local Government and Social Care Ombudsman.
• Provide expert advice to departments on complaint handling, promoting best practice and service improvement.
• Identify learning from complaints and work with senior managers to implement positive change.
• Act as clerk and adviser to Tenancy and Leaseholders Arbitration Tribunals, ensuring compliance with legal frameworks.
• Support and deliver training on complaint investigation, compensation policy, and tribunal procedures across the council.
• How will you make an impact as our Investigator? Relevant experience at investigator level, ideally within a local government setting
• Proven ability to manage large caseloads, meet tight deadlines, and deliver under pressure Skilled in drafting complex correspondence and detailed reports on sensitive issues
• Strong research capability with confidence using multiple data sources and IT systems to support investigations
• Organised and outcome-focused, with a track record of translating plans into practical, measurable actions
• Excellent written and verbal communication skills, with the ability to engage a wide range of stakeholders
• Sharp analytical thinking, with the ability to interpret complex information and reach logical conclusions
• Ability in influencing and negotiating with internal and external stakeholders, including senior officers, councillors, MPs, and ombudsman bodies

Location – Tooley Street (London Bridge) Working patterns – 36 hour week, WFH 3 days a week

If you think this job role is for you, please send your CV to [e-mail]