Full job descriptionComplaints 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.