Complaints Investigation Officer

We are working closely alongside a Local Authority in Charnwood to assist with the appointment of Complaints Investigation Officer, on a 3-month contract, highly likely to be extended at clients discretion. Please apply with your CV for immediate consideration.

Rate of Pay: £18.46 - £24.31 per hour

Summary:

In the Complaints Investigation Officer role, you will administer end-to-end complaint investigations, gather key customer feedback and insights to drive service improvements across the organisation, and support the Council's insurance arrangements and risk management framework.

Responsibilities:

• Act as the first point of contact for the Corporate Complaint Policy, ensuring all complaints are investigated, tracked, and answered with timely, high-quality responses.
• Collate, analyze, and present customer feedback and insights to help reshape and improve service processes across the organization.
• Provide timely advice and guidance on the Council's insurance arrangements to internal departments as required, while supporting the broader risk management framework.
• Ensure the delivery of an effective, impartial, and accessible service to all service users, strictly adhering to equality and non-discrimination principles.

Essentials:

• Proven experience investigating complaints and drafting comprehensive responses to Stage 2 local authority complaints.
• Practical understanding and working knowledge of both the Housing Ombudsman and the Local Government and Social Care Ombudsman (LGSCO) codes and standards.
• Understanding of local authority risk management frameworks and insurance administration processes.
• Strong communication skills with the ability to turn raw customer feedback into actionable organizational insight.

Please note:

• You should be available to work immediately or at a short notice.
• You should have right to work in U.K

Disclaimer: Brackenberry Ltd is acting as an Employment Business in relation to this vacancy. We are committed to equality in the workplace and is an equal opportunity employer. Unless otherwise stated all of our roles are temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary. Incase the role requires an enhanced DBS, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.

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