Complaints Investigator

Complaints Investigator

Charnwood Council

Ongoing contract

Hybrid - 2 days onsite, 3 days work from home

LE11 2TX

£18.96 per hour PAYE

Key Responsibilities

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.
Essential Experience & Knowledge

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.
To find out more information please contact Abbie at

Recruitment is done in line with safe recruitment practices. We are an equal opportunity agency

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