Location: Hybrid – Brent Area
Pay Rate: £30.88 per hour
About the Role:
We are seeking an experienced Complaints Investigator to support the Complaints and Casework Manager in delivering a high-quality, responsive complaints service across. This is a key role involving complex investigations, stakeholder engagement, and driving service improvements across multiple departments.
Key Responsibilities:
Lead and undertake corporate and statutory complaint investigations across all services
Manage and oversee Stage 2 complaints, including drafting responses on behalf of Corporate Directors
Provide updates on high-profile and sensitive cases to senior leadership, including the Chief Executive and Leader
Produce detailed investigation reports with clear findings and actionable recommendations
Identify trends and support departments in learning from complaints to improve service delivery
Make decisions on corrective actions and compensation where appropriate
Coordinate responses to Ombudsman enquiries, ensuring compliance with required timescales
Act as a key advisor to staff across the Council on complaints handling and investigation processes
Candidate Requirements:
Extensive experience in local authority complaints handling
Strong background in housing, repairs, homelessness, or public realm complaints (desirable)
Proven experience managing Stage 2 complaints and working with senior stakeholders
Excellent report writing and analytical skills
Strong interpersonal skills with tact, diplomacy, and resilience
Ability to manage complex investigations through to completion
To find out more information please contact Lily at (url removed)
Recruitment is done in line with safe recruitment practices. We are an equal opportunity agency
Salary description
£30.00 - £30.88 per hour