Complaints Investigator

Complaints Investigator

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.