Complaints Investigation Officer

About this role

3 Month Contract With A Local Authority

Job Purpose

To lead the investigation, management and resolution of complaints received by the Council, ensuring responses are delivered in accordance with the Corporate Complaints Policy, statutory requirements and regulatory expectations.

The postholder will act as the first point of contact for the Corporate Complaints Process, undertaking detailed investigations, preparing high-quality responses, analysing customer feedback and complaint trends, and supporting service improvements across the organisation. The role will also provide advice on complaint handling, support aspects of the Council's risk management framework and assist services in responding effectively to customer concerns.

Key Responsibilities

• Act as the first point of contact for complaints received under the Corporate Complaints Policy.
• Investigate complex complaints across a range of Council services.
• Lead and coordinate Stage 1 and Stage 2 complaint investigations.
• Gather, review and analyse evidence from multiple sources to establish findings and recommendations.
• Prepare high-quality complaint responses that are clear, accurate, evidence-based and compliant with corporate standards.
• Ensure complaints are acknowledged, investigated and concluded within agreed timescales.
• Provide advice, guidance and support to managers and service areas on complaint handling and resolution.
• Maintain accurate complaint records and case management information.
• Monitor complaint performance, outcomes and response times.
• Identify complaint trends, recurring themes and areas for service improvement.
• Produce reports, management information and customer insight data to support organisational learning.
• Liaise with customers, elected members, managers and external bodies regarding complaint investigations.
• Respond to enquiries and correspondence from the Housing Ombudsman and Local Government & Social Care Ombudsman.
• Ensure compliance with Ombudsman Complaint Handling Codes and best practice guidance.
• Support the implementation and administration of the Council’s Corporate Complaints Policy.
• Assist with aspects of the Council’s risk management framework and identify risks arising from complaints and service failures.
• Provide guidance to services regarding the Council's insurance arrangements where required.
• Support continuous improvement initiatives through lessons learned and customer feedback analysis.

Ensure all work is undertaken in accordance with relevant legislation, data protection requirements and corporate policies.

• Requirements

Essential

• Experience investigating complaints within a Local Authority, Housing Association, Public Sector or similar environment.
• Experience managing and responding to Stage 2 complaints.
• Knowledge of:
• Housing Ombudsman Complaint Handling Requirements
• Local Government and Social Care Ombudsman processes
• Corporate Complaints Procedures
• Customer Care and Complaint Resolution Principles
• Experience conducting detailed investigations and analysing complex information.
• Ability to prepare comprehensive investigation reports and formal responses.
• Strong written communication skills with the ability to draft professional correspondence.
• Experience handling sensitive, complex and high-profile complaints.
• Strong analytical, problem-solving and decision-making skills.
• Excellent customer service and stakeholder management skills.
• Experience maintaining accurate records and case management systems.
• Ability to identify service improvements and lessons learned from complaints.
• Strong organisational skills with the ability to manage competing priorities and deadlines.

Desirable

• Experience working within Local Government or Housing Services.
• Knowledge of risk management principles.
• Experience handling Ombudsman enquiries and investigations.
• Experience producing performance reports and customer insight analysis.
• Understanding of insurance claims processes and governance frameworks.

Relevant qualification in Business Administration, Customer Services, Complaints Management or a related discipline.

• Additional Information
• Location: Hybrid Working
• Hours Per Week: 37 Hours
• Payment Frequency: Bi-Weekly Payments