Complaints Investigator

Job Description

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 Lilye@4recruitmentservices.com

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