Senior Complaints Investigator – Public Sector

Civic Recruitment Limited; Loughborough; Sur place; GBP 30 000 - 40 000; Plein temps

Résumé du poste

Civic Recruitment Limited is seeking a skilled Complaints Investigator for a 3-month local authority contract in Loughborough. You will lead investigations of complaints, coordinate Stage 1 and Stage 2 processes, and deliver clear, evidence-based responses within corporate standards.

The role supports risk management and service improvement across the council, liaising with customers, managers and external bodies.

Qualifications

• Experience investigating complaints within Local Authorities or similar public sector environments.
• Experience managing and responding to Stage 2 complaints.
• Knowledge of Housing Ombudsman and Local Government & Social Care Ombudsman processes.
• Ability to prepare detailed investigation reports and formal responses.
• Strong written communication and stakeholder management skills.
• Experience handling sensitive, high-profile complaints.
• Understanding of risk management principles.
• Experience using case management systems and maintaining records.

Responsabilités

• Act as the first point of contact for complaints under the Corporate Complaints Policy.
• Investigate complex complaints across Council services.
• Lead Stage 1 and Stage 2 investigations.
• Gather, review and analyse evidence from multiple sources to establish findings and recommendations.
• Prepare high-quality complaint responses that are clear, accurate and evidence-based.
• Ensure complaints are acknowledged, investigated and concluded within agreed timescales.
• Provide guidance to managers and services on complaint handling and resolution.
• Maintain accurate complaint records and case management information.
• Monitor complaint performance, outcomes and response times.
• Identify complaint trends and areas for service improvement.
• Produce reports and customer insight data to support learning.
• Liaise with customers, elected members, managers and external bodies.
• Respond to enquiries from Ombudsman bodies.
• Ensure compliance with Ombudsman codes and best practice.
• Support implementation of Corporate Complaints Policy.
• Assist with risk management and insurance guidance.

Connaissances

Investigating complaints

Stage 2 complaints

Public sector experience

Written communication

Analytical thinking

Stakeholder management

Formation

Relevant qualification in Business Administration / Complaints Management or related

Outils

Case management systems

Description du poste

Civic Recruitment Limited is seeking a skilled Complaints Investigator for a 3-month local authority contract in Loughborough. You will lead investigations of complaints, coordinate Stage 1 and Stage 2 processes, and deliver clear, evidence-based responses within corporate standards.

The role supports risk management and service improvement across the council, liaising with customers, managers and external bodies.