Complaints Investigator

Job Description

Complaints Investigator

Charnwood Council

Ongoing contract

Hybrid - 2 days onsite, 3 days work from home

LE11 2TX

£18.96 per hour PAYE

• Collate and present customer feedback and insight to support improvements to service processes across the organisation.
• Act as the first point of contact for the Corporate Complaints Policy.
• Administer the Corporate Complaints Policy, ensuring complaints receive timely and quality responses.
• Investigate complaints and provide clear, evidence-based responses, including Stage 2 local authority complaints.
• Provide advice and guidance to services on the Council's insurance arrangements, where required.
• Assist with relevant aspects of the Council's risk management framework.
• Ensure services are delivered effectively, appropriately, fairly and without discrimination.

• Knowledge of the Housing Ombudsman and Local Government and Social Care Ombudsman.
• Proven experience of investigating complaints.
• Experience of responding to Stage 2 local authority complaints.
• Strong written and verbal communication skills, with the ability to produce clear and well-reasoned responses.

We are an equal opportunity agency.